Fairfax Manor Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.Staff worked hard to make sure people were always consulted and included with decisions about their care. People were consulted about menu changes, meal choices and activities to ensure there was a person-centred approach to care. One person said, “They keep an eye on me. It makes me feel good.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.Staff and leaders worked with local groups to ensure people were part of their community. Local religious groups attended the service to ensure people could access religious services. The service provided some transport and people routinely accessed their local community with day trips to local attractions and destinations.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People were given information in a way which met their communication needs. Information was presented in different formats such as large print, verbally or by using agreed hand gestures. Staff knew people’s communication needs well and people were supported in line with the Accessible Information Standards.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.People were listened to, and their views were actively used to make decisions about the service. There were relatives meeting, “residents” meetings and questionnaires sent to gather people’s feedback and views on the care being provided. People felt consulted and included in decisions about the service. One relative told us, “I would talk to the staff or the manager. I am quite happy to do that.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.The environment was fully accessible and inclusive for people’s different needs. There was a lift to all floors and the floors were all on one level which was suitable for wheelchair users. Communal spaces and people’s rooms were tailored to ensure it was inclusive for all.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.The provider made reasonable adjustments to ensure people had equal access. Staff understood the importance of recognising people’s protected characteristics under the Equality Act. People did not feel there was any form of discrimination in the service and the staff team and people were from different backgrounds, which celebrated diversity. Leaders had a zero tolerance approach to any form of discrimination which ensured people could live their lives how they chose to.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.People’s advanced decisions were clearly documented and understood by staff. Staff were trained and skilled in providing end of life care and collaborative working with health professionals to ensure people had a pain free and dignified end of life. People and relatives were involved and consulted on people’s end of life wishes, such as whether the person wished to remain at the service or go to hospital.