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

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 are kind, genuine and caring people.” This demonstrated a culture where staff understood and upheld people’s rights to be treated with compassion and respect.

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, “I am fully involved in decisions about how care is provided.” 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 said, “Their support has changed my life.”

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.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People spoke positively about their experiences and felt the service responded effectively in meeting their individual needs. People felt confident staff had the knowledge and skills needed and knew how to support them in a personalised way. One person said, “The carers understand me as a person and not just the tasks that need doing.” Staff spoken with clearly understood the importance of respecting people's privacy, dignity and independence. One staff member said, “I include people or their families in their assessment and care planning by listening to their wishes and respecting how they want their care provided. I report any changes in their needs to ensure their care plan is reviewed and states the same. I respect people's preferences, choices and what they would want to achieve from their care.”

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. 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.

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.