Escan Manor

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed kind and caring interactions whilst staff were supporting people. Staff spoke about people in a dignified and respectful way. Staff always knocked before entering people’s rooms and ensured doors were closed when delivering personal care. Care and support was completed in privacy behind closed doors.

We received positive feedback from people and their relatives. One person said, “The carers are like my friends now, there’s not one member of staff that I don’t like.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were treated as individuals. One person told us, “I’m more than happy, they are nice and caring and can’t do enough for me.” A relative said, “[Person] can be very demanding and has been dealt with well by staff. The staff we have met are confident in what they are doing.”

Care plans reflected people’s needs and wishes. Staff supported people in a way that demonstrated their knowledge of the person and met each person’s needs. People were supported to make their own choices and decisions, and staff used their knowledge of people to guide and direct when required.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff demonstrated a good understanding of the people they supported. They had a good knowledge of people’s abilities, their specific support needs, and how to provide care in a way that consistently reflected their risks, preferences and needs. This resulted in personalised care being delivered that promoted independence.

Visitors to the home were welcomed at any time. Private spaces were available both inside and outside the home for people and their visitors to spend time together.The service could offer a private dining area for people to spend time or have celebrations with their family.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff supported people to access external health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically. We observed staff supporting people appropriately and timely on the day of our assessment visit.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff feedback was positive about the new manager at the service and the direction of the service. Staff acknowledged there had been difficult periods within the service due to previous leadership styles and management changes. All staff told us they now felt welt supported and said the new service manager and deputy manager had impacted positively. One staff member said, “Things are good with [service manager] and she has really tried to make things better and she is approachable.”

There was a system in place for regular supervision. Staff felt confident to discuss any issues with the service manager.