Waterhouse 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 dual 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.

People and their relatives overall were involved in the planning and reviewing of their care and support.

Care plans were kept electronically and in paper form. Care plans were clear and detailed and contained information about all aspects of people’s care and how to meet their needs.

People were supported to take part in a range of activities of their choice. The service employed activity coordinators who organised the provision of daily activities. People had activity care plans detailing their interests and hobbies. This helped the activity coordinator plan a program to suit people’s needs.

People told us they enjoyed the activities on offer. One person told us, “We go to sit outside in the garden sometimes. It is nice to sit and have a chat and to talk with people. They also arrange trips out to the local garden centre.”

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 healthcare services to support them to maintain good health and ensure they received continuity of care. Records in people's care plans showed visits from health professionals such as GP's and district nurses.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The provider was meeting the Accessible Information Standard. Information was made available in different formats to support people’s understanding, tailored to their individual needs. People’s communication needs were recognised and well supported. Care plans included clear details about the support required to assist people with communication, ensuring staff could engage and respond to each person appropriately.

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.

There was a procedure in place which outlined how the provider would respond to complaints. Records showed that complaints had been managed in line with the provider’s policy and resolved in a timely manner to the satisfaction of those involved.

People and their relatives told us they knew how to raise concerns and felt confident to do so. One relative told us, “I know where to go if I have any complaints. You do see the management around the home too.” Another relative said, “I have no concerns about my relative being here. In fact, I am relieved they are here and definitely feel that they are safe here.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us they had access to the care and support they required and felt their needs were met and the staff cared and supported them effectively. Records showed people were supported to attend appointments and a range of healthcare professionals visited the service regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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 providers had systems in place to identify changes in people's needs and liaised with other healthcare professionals such as the GP and community nursing team to ensure people had appropriate support in place when required.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker.

Staff received training in equality and diversity to help them understand the challenges people faced from discrimination. People and their relatives raised no concerns in relation to discrimination or unequal experiences.

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.

Care planning supported people and their loved ones to plan for their future and how they wanted end of life care to be provided.

Some people had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms in place. These documents record a person's preferences and clinical recommendations for their care during an emergency when they cannot make or express decisions for themselves. These were signed by an authorised clinician.