Barley 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 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.

Staff and managers were committed to providing support which was tailored to meet people’s individual choices and preferences. People and relatives were engaged in the process of care planning and reviewing their family members care plans. Care plans were clear, robust, regularly reviewed, and tailored to each person’s needs and preferences. Staff supported people in line with their routines, cultural or religious practices, and communication styles.

People were offered choices in their daily routines and encouraged to engage in meaningful activities. One person told us, “I saw the gym when I had a look around and I said, no that’s not for me. Now I’m up there 3 times a week, lifting weights and cycling 1 ½ miles.” People told us they were given a choice whether to attend activities, and although always encouraged, staff respected their choice to attend or not.

Staff offered people choices and supported them to make decisions. People felt confident and comfortable to be able to voice their opinions and make decisions around their care with the support and guidance of the staff. One person told us, “I could choose who I wanted as my named carer. She is lovely, we have a chat, and if I need any help with any extra she will help me.”

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. Daily handovers and monthly reviews helped keep peoples care consistent and up to date. Staff regularly updated risk assessments and care plans to reflect people’s changing needs and wishes.

Staff received training relevant to the needs of people they supported. There was evidence people were supported to attend health and social care appointments. Staff communicated and coordinated with other professionals to ensure continuity of care across different services. Information about other agencies involved in each person’s care was documented in their care records, supporting effective multi-agency working.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had suitable policies in place to ensure information about the service was readily available to people and their families. They were also able to adapt information to various formats, to help promote people’s understanding, where this was needed.

The registered manager offered regular residents and carers meetings which enabled information to be presented verbally and face-to-face. For those not able to attend they would be provided with the information either in person, over the telephone or in writing. One person told us that they struggled to hear what was discussed during resident meetings. The registered manager had ordered a microphone to be used for upcoming meetings to help ensure that everyone could hear and participate.

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 updated them as to what had changed as a result of the discussion.

Policies and procedures were in place to manage and respond to complaints effectively. People and relatives felt able to speak to the registered manager about any issues or concerns and felt confident that matters raised would be addressed. One person told us about an issue they had raised with the registered manager, how it was dealt with and the positive outcome. Another person told us, “The manager is amazing. He doesn’t miss a thing. He tells us, ‘If you don’t tell me I can’t Improve it’.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured people had access to external services such as podiatrists, dieticians, opticians and dentists. The service also had a well-equipped hair salon on-site which was well attended.

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.

Providing people with person-centred care was embedded in the values of the service by a team of passionate staff and managers. Staff spoke with people, when needed, in a way that supported their understanding. This included using short clear sentences and maintaining eye contact. Staff received training and support to make sure that they were aware of the importance of ensuring people were not subject to inequality or discrimination.

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.

The service was not supporting anyone at the end of their lives at the time of our assessment. People were supported to think about their future care in a way that suited them, staff used gentle, person-centred approaches to revisit these topics at appropriate times, helping people feel more comfortable over time. Plans were flexible and adapted as people's needs and choices changed.

Staff took time to understand how each person wanted to be supported with changes in their life, including health needs, ageing, or end-of-life care decisions. Some people had already shared clear preferences about the care they wanted, and this was recorded respectfully. Staff respected the choice of others who did not want to talk about these topics, but made sure emergency care instructions were in place.