Manna Walk

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.At our last assessment we rated this key question good. At this assessment the rating has remained good.

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.

Staff were skilled in talking with people and established a rapport. Observations evidenced people were treated with dignity and respect. People were comfortable and relaxed in the presence of staff. One relative told us, “Staff are friendly and approachable. They are transparent and clear and very much understand [persons] needs.”

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 bedrooms were person centred and individualised. A relative said, “The house is well maintained, and we have had cupboards and wardrobes in [persons] bedroom. It has been recently decorated, and they asked me for my support. They did a really good job of it.”

Support records evidenced information about people’s individual needs, strengths and personal history. People’s communication needs were assessed, and information was recorded to help guide staff practice. Staff were familiar with people’s non-verbal communication cues.

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

Observations evidenced meaningful activities taking place for the people. People were supported to maintain important relationships with family, friends, and community groups. People were supported to attend church, visit family, go on holiday, and go to the cinema. The provider held regular events for people and families and utilised the outdoor space throughout summer months. A relative said, “[Person] always wants to go back after being out, as he views it as his home.” Feedback from partners reflected staff gave people choice.

People were treated with dignity and respect. Staff explained how they supported people to make choices. We observed staff using picture cards to support people’s decision making. They knew people well and were able to tell us in detail how they supported people to be independent.

The garden catered to people’s needs and included an activity hub, sensory area, spa room, and plenty of outdoor seating areas. The garden was secure and could be accessed safely from the service. People were able to access the garden as and when they wished, there was ample space for activities and events which take place regularly. A relative said, “They are amazing. They do lots with [person]. They have a sensory room, do garden games and arts and crafts.”

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 were attentive to people’s needs and responded quickly when people wanted or needed anything. Staff knew people very well and were able to anticipate and manage situations that may cause people distress.

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

Staff spoke positively about working at Manna Walk. They told us they were well supported by colleagues and managers alike and had regular supervision sessions and staff meetings. A staff member said, “The manager is fantastic and very supportive, we have access to counselling services.”