Manor Park Care Home

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 inadequate. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 and visitors with kindness and respect.

Staff were patient, kind, caring and respectful in their interactions with people. Where people needed reassurance, staff tried hard to make time to speak with them. People and relatives gave positive feedback about the staff. One person said, "I think the staff do care about us. They are always pleasant and chatty.” Another person said, "I've been here for 2 years, the staff have always been helpful." One relative told us, “The staff don’t just care for [name] they look out for me as well and that means a lot.” They told us the staff had remembered a special anniversary and had given them a card.

People were well presented. Staff paid attention to people’s personal hygiene, such as supporting them with their hair, skin, teeth and nail care, and ensuring they were appropriately dressed.

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 wishes and preferences were detailed in their care plans and these were taken into account when staff provided support. People’s feedback was positive. One person told us, "The staff do know us and chat with us. I feel I'm treated individually.” Another person said, “Personally, I feel I’m treated well here.”

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

People were invited and supported to take part in group and individual activities. The activities team was being expanded at the time of the assessment to provide more opportunity for people to engage in meaningful occupation. When some people chose to spend time in their rooms, staff supported them by putting their preferred programme on the television, or playing some music.

People and relatives told us staff supported them with choices about how they spent their time. One person told us, "They do take me downstairs to do activities. When the singers are on, I listen to the music." Another person said, “I join in with the activities. I can't walk but I do the bowls and other things that I can manage." Another person said, "There are activities, but it depends on what I can do. They have done some 1-1 singing with me recently and I've really enjoyed it." Where people preferred to smoke, we saw they had support with going outside when they chose to.

The provider did not always listen to and understand people’s immediate needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Whilst staff approached people in a kind and caring manner and tried hard to support them, they were not always able to do this promptly. For example, staff could not always attend to people when they needed assistance because they were busy helping other people, and there were no other colleagues available. This meant some people had to wait for their basic care needs to be met, such as continence care or repositioning. We saw 2 people repeatedly complained they were uncomfortable, and they needed staff to support them to change position. One member of staff stayed to reassure 1 person, but they had to wait until a second colleague was available to help with the manoeuvre. Another person was told by staff they would be ‘coming as soon as they could’ but they had to complete other care tasks with another person first.

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

Staff were supported in their role and participated in supportive supervision, in which opportunities for development and wellbeing were discussed. There were various resources and initiatives in place to support staff wellbeing, and these were discussed with staff, as well as mentioned in staff areas, such as noticeboards.

Most staff told us there were improvements in how well supported they felt and the provider gave them flexibility to balance their work/life responsibilities. The provider agreed to review staffing levels to ensure staff were properly enabled to have breaks.