Manu Integrity Services Limited

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. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and their relatives told us staff were kind, caring and treated them with respect. One person told us, “The carers genuinely care and treat us with kindness” and another said, “The staff are polite and respectful.” This demonstrated a culture where staff understood and upheld people’s rights to be treated with kindness and compassion.

People told us staff allowed sufficient time to deliver care and support in a way that met their individual needs and preferences and did not feel task focused. Feedback included, “The carers take their time and never make us feel rushed” and “The carers listen to us and take notice of what we say.” This showed staff involved people in their care and acted on their views, supporting choice and control.

People described the positive impact staff had on their wellbeing and emotional experience of care. One person shared, “One of the carers is a real ray of sunshine when they come in,” and another said, “[Staff member] brightens the day as soon as they arrive.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and family members felt involved in decisions about care and support and said staff listened to them, understood their preferences and provided person-centred care tailored to individual needs and routines. Staff were able to describe people’s individual needs to us and told us peoples care plans were developed with information which helped them know people’s needs.

People consistently described the service as highly responsive and exceptional in meeting their individual needs, with feedback reflecting a strong commitment to truly person-centred care. One person told us, “The support I receive is tailored to my individual needs,” while another said, “The carers understand my care needs and provide the support I require.” Relatives also highlighted the service’s flexibility and responsiveness, commenting, “The carers provide support that is tailored to what my [relatives] needs” and “The support has adapted as my [relatives] needs have changed over time.” One relative said, “When my [relatives] dementia changed, the service adapted quickly to meet [relatives] needs.”

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.

People told us care was responsive and tailored to their individual needs. One person said, “The staff provide support that is tailored to what my [relatives] needs,” and explained that staff adjusted support depending on daily requirements, adding, “They help with washing, dressing and whatever support is needed on the day.”

Staff understood people’s changing needs, responded effectively to risks, and provided flexible, person-centred care to ensure people received the right support at the right time. People said staff responded promptly in urgent situations. One relative told us, “The carer stayed calm in an emergency and took control of the situation.” Another said, “When my relative became seriously unwell, the carer acted immediately and supported them until the ambulance arrived.”

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.

People told us care was responsive and tailored to their individual needs. One person said, “The staff provide support that is tailored to what my [relatives] needs,” and explained that staff adjusted support depending on daily requirements, adding, “They help with washing, dressing and whatever support is needed on the day.”

Staff understood people’s changing needs, responded effectively to risks, and provided flexible, person-centred care to ensure people received the right support at the right time. People said staff responded promptly in urgent situations. One relative told us, “The carer stayed calm in an emergency and took control of the situation.” Another said, “When my relative became seriously unwell, the carer acted immediately and supported them until the ambulance arrived.”

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

The management team promoted positive culture that supported staff wellbeing and enabled them to deliver person-centred care. An equality, diversity and human rights approach was embedded across the service. Staff were motivated to provide compassionate, kind care and told us they felt well supported, which helped them perform their roles effectively.