Waterhouse Manor Care Home

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. This is the first assessment for this newly dual registered service. This key question has been rated 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.

People told us they were treated well. One person told us, “Staff do respect what you say, they say do speak to us if you are unhappy about anything.” Another person said, “Staff always knock, staff are respectful.” One relative told us, “I think that the staff are great at caring.” Another relative said, “My relative is settling in well, they like all the staff and interact well with them.”

The staff supported people in a kind and caring manner and responded to people’s needs promptly and respectfully. We observed the staff to be patient and displaying genuine affection and respect for people. We observed warm interactions between people and staff, and plenty of banter which seemed natural. One person told us they often chatted with the maintenance man and enjoyed being involved. Another person said, “There are such lovely people here.”

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.

The manager and staff knew people as individuals and were committed to ensuring people were treated as such. One person told us, “I am a practicing Christian, local Vicar comes and I have communion once a month, he does a service in the lounge every other month – about 12 come.”

Care plans detailed people’s wishes and preferences, and we saw evidence the staff knew and respected these.

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

Observations carried out at mealtimes evidenced that people were encouraged to remain as independent as possible. They had choice and control over the food served, staff used show plates so that people were able to visualise the food on offer and were assisted only when needed.

Throughout the inspection we observed people being encouraged to express their wishes and preferences around care needs, food and drink and activities. Positive feedback was received from both the people living at the service and their relatives. People felt that staff protected their dignity and gave them respect.

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 in a timely manner. People told us call bells were usually answered promptly, and staff would always take the time to check they were okay and help. One person said, “I ring and they come quickly.” Another person told us, “I buzz and staff say we will be back in 5 minutes; they are pretty good.”

We witnessed staff attending to people’s personal care promptly and efficiently, whilst they remained respectful and discreet. People seemed at ease with the staff who supported them.

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

Staff generally felt well supported by the management team and had access to supervision meetings and support when needed. Overall staff felt able to raise concerns with manager and felt that action was taken when needed.

Meetings took place every morning where staff met with a member of the management team, it provided an opportunity for discussion. Generally, staff gave positive feedback about their employment. One member of staff, “There has been a change in management recently, but I do feel supported in my job.”