Manor Park 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.At our last assessment we rated this key question inadequate. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not consistently make sure people were at the centre of their care and treatment choices.

People did not consistently receive the care they needed when they needed it. For example, people were not always repositioned in line with their assessed needs. In addition, staffing numbers and deployment impacted their ability to ensure care was always person-centred. However, there were positive relationships between staff and people, and staff knew individuals well. Staff used what they knew about people to encourage conversation. Information on people’s doors was reflective of their personal interests. Most people’s rooms were personalised with their own items, and work was in progress to ensure improvements were continuously made. One relative said their loved one’s room had been recently decorated.

Most people and relatives were satisfied with the support their received for their personal care. One person said, "I can shower or bath when I want to” and another person said, "I get enough baths, when there are enough staff to assist.” However, 1 relative told us, "They are not too bad with [Name’s] personal hygiene. [Name] has 1 bath a week but it sometimes goes longer than a week.”

The provider told us person centred care was being enhanced by the addition of more activities staff to join the lifestyle team in providing more meaningful occupation on an individual basis.

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.

Systems and processes were in place to support people’s continuity of care and to ensure they had access to relevant health professionals when they needed them. Staff understood people’s needs and supported them to attend appointments when required. Information was shared as appropriate with other health professionals, such as via the hospital pack when people needed to go to hospital.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and relatives said information was provided appropriately. One relative told us, "They keep the care plan up to date if [my relative’s] needs change and the communication from the home is very good. They phone me and keep me updated when they need to.” People and relatives had access to current care planning information via an individual QR code which they could scan to review their individual document. Where technology was a barrier for some people, the provider shared information in other ways.

Some visual information was used, such as show plates at mealtimes. Where people for whom English was not their preferred language or who had communication difficulties, the provider worked with families to establish effective ways to provide information, and this was detailed in their care plans.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people or tell them what had changed as a result.

Although there were processes in place, such as residents/relatives’ meetings, there was a lack of evidence people had been informed about the outcome of their discussions. Complaints were not always logged or responded to. One person had raised 3 issues at a recent meeting but there was no information about what the provider had done in response.

Whilst relatives told us they could raise matters during the day, 1 relative said “It’s hard to get through on the phone in the evening. They either say they’ll phone back and never do or just don't answer it."

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were enabled to access areas of the home and everyone received care and support tailored to their individual needs and circumstances. The provider had removed some barriers to people accessing communal areas, by ensuring individual seating was available. People had fair and equal access to health professionals when they needed, and they received their medicines on time.

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.

The provider complied with equality and human rights requirements, including avoiding discrimination, having regard for the needs of people with different protected characteristics and making reasonable adjustments.The manager told us how she challenged discrimination in the home and considered ways to promote respect. Staff understood people’s individual needs, preferences and abilities and they worked to remove barriers that could limit participation, such as language differences and mobility challenges. The management team said they were considering ways to improve communication for people, where there may be sensory or cognitive impairments.

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.

Staff had online training in end of life care and understood people’s needs. This was reflected in people’s individual care plans. Relatives said they had been included in discussions about their loved ones’ end of life care, and they had been given opportunities to share their wishes and preferences.