Hampton Manor

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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Most permanent staff knew people’s individual needs well. Details of people’s personal care preferences were not always captured in detail in care plans for staff, particularly agency staff, to refer to. The management team immediately updated the relevant electronic care plans.

People liked the staff that supported them due to the relationships that had been developed. People and relatives confirmed staff took time to get to know them. A relative said, “They included a good background of their life in the care plan. I did it with them.”

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. People had access to community health practitioners such as GPs, dentists, opticians and other professionals when needed. Care records evidenced appointments and visits taking place. A weekly ‘ward round’ was carried out by an advanced nurse practitioner and a monthly multidisciplinary team meeting took place with a local GP practice which was used to share information, any concerns and promote joined up working.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described people’s preferred communication methods. The provider could make information available in various formats, depending on people’s individual needs.

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, relatives and staff were encouraged to give feedback about the service, through surveys or speaking with staff directly. Regular meetings took place for people and relatives to share their views and receive updates about changes at the service. As a result of recent feedback dementia-friendly cutlery and plates had been purchased, menus had been updated to reflect people’s preferences and a wider choice of games and activities were now offered.

People and relatives told us staff and the management team were approachable and they would feel comfortable raising a concern or complaint. Complaints were appropriately investigated and responded to in a timely manner.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were readily available to provide care and support. People were supported by staff who understood their needs well. Staff escalated health and wellbeing matters and sought advice regularly. People received the additional health support they needed from a range of external health and social care professionals.

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. Care plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain.

People experienced positive outcomes and had access to a range of activities if they wished to participate.One person said, “I join in all the activities and I like to help the activity co-ordinator with things. I don’t like sitting in my room all the time so I like the fact I can be sociable here.” A relative said, “[Person] told me they had a horse in their bedroom, they’ve had snakes round their neck and dogs and puppies come in. There are loads of activities. I see them all on the social media page.”

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. Where people wanted to discuss this, care plans included their preferences around end of life care.