Manor Support and Housing Limited Also known as Koala House Annex

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

One person told us leaders within the service did not always communicate with them in a kind, compassionate and respectful way. One person told us leaders did not always speak to them with kindness and compassion. We raised these concerns with the provider. We found the provider could not demonstrate they consistently maintained positive relationships with people. This did not provide assurance that concerns and experiences were consistently responded to with compassion and respect.

Support plans gave clear guidance on how to support people respectfully and in line with their preferences. One professional commented, “I have found the staff and management team to consistently demonstrate a caring, compassionate and person-centred approach in their interactions with the people they support.”
 

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’s care plans contained detailed information about how they would like to be supported, including any topics which they did not want to discuss. Staff also told us how they ensured people’s wishes and independence were respected when providing care. For example, one staff said, “If [person] says [they] [don’t] want to discuss [their] health we respect that decision but if [they] want to talk we will sit and discuss. We will ask if [they’ve] been to an appointment how it has gone, if [they] wanted to talk [they] will or will say I don’t want to talk about that right now.”
 

The provider did not always ensure people understood their rights and had choice and control over their care and support.

People should have free choice over who provides normal day to day personal care in their own home. However, one person using the service told us they were not informed about having a choice in which provider supported them. This did not support people to make informed choices about who provided their care and support.

One person told us they were able to participate in community activities and hobbies in line with their own preferences and needs. Staff told us how they supported people to be independent and access the community. One person said, “We will always come with them if they want us to. Make sure they know we are there to support them.”

The provider responded to people's needs in a timely way. Staff responded promptly to people's needs and acted to minimise discomfort, concern or distress.
We reviewed daily notes and found staff completed welfare checks with people when they appeared to show signs of anxiety and distress. Staff contacted emergency services when people required immediate care and treatment.
 

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

Leaders told us how they used supervisions to ensure staff were supported with their wellbeing. The registered manager told us, “Supervisions are very crucial; we take that very seriously here. They include wellbeing, where we are encouraging them to tell us problems even from outside of work. I am always here, I told them. There is always that openness for them to come and talk.” Staff explained to us how they felt supported following any incidents. One person said, “They normally do a supervision and ask to reflect on what could be done or what you did. I feel I was supported.”