Park 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 service 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.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The service 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 told us staff knew them and their likes and dislikes. We observed many individual interactions with people and staff, offering choices and supporting preferences.

A visiting health and social care professional told us, “Park Manor Care Home offers a warm, friendly environment where you see people living there always being treated with dignity and respect.”

The service 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 told us they had access to the care they needed, their relatives confirmed the same. Staff told us they routinely contacted professionals to support people, such as GPs and therapists. This had varied dependent on the person’s needs. Records showed input from a variety of health and social care professionals; the interactions were positive and consistent.

Comments from relatives demonstrated the service’s commitment to create a community at Park Manor Care Home. Comments included, “There is no set seats in the longue or at dinner time, as a visitor, I'm very welcome. Everyone can move about freely” , and “Physically we can't take our loved one to a posh restaurant but, we can come in at lunchtime and still enjoy a meal together which is what our relative wants, that's person-centred holistic care for us as family too.”

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

Staff told us they were confident in their approach with people and had enough information about people to provide safe and person-centred care. We observed staff interact with people in individual ways as outlined in their communication preferences and the service ensured information was displayed in accessible formats.

Therefore, we were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The service had been through a period of change. People and relatives told us they were listened to. Comments from relatives included, “It’s been heart warming to see our relative so content and engaged, and we believe this is all down to the dedicated team at Park Manor Care Home” and, “Staff are consistently lovely, caring, and attentive, making every effort to ensure residents feel comfortable and valued.”

A visiting health and social care professional told us, “The team demonstrate complete professionalism and patience. Their approach made a difficult situation much easier to navigate and I felt reassured every step of the way.”

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

Staff told us people were equal partners in their care. For example, people chose when to be supported with personal care and what activities they would like to participate in. A staff member stated, “It’s all about helping people and trying your best for them in line with what they want.”

A visiting health and social care professional told us, “When witnessing interactions in the clinical team, staff are always focussed on ensuring they provide high quality, safe care as well.”

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.

People told us the service appreciated diversity and they were in control of planning their care and support. Staff were supported by the management of the service and their colleagues. Staff had undertaken equality and diversity training, and this was considered throughout all the policies and procedures within the service.

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.

People and their relatives had been involved in planning for the future.

People had individual care plans for their future wishes which included where and how they wanted to receive care in their last days. Staff told us they were proud of the care provided to people at the end of their life. A staff member commented, “We want people to be here at home and pain free. We try to have everything in place to keep them comfortable and I think it’s something we do exceptionally well.”