Manton Heights Care Centre Also known as Ranc Care Homes Limited

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

We assessed 1 quality statement in the responsive key question and found areas of concern and good practice. The scores for these areas have been combined with scores based from the rating from the last inspection, which was good. We identified 1 breach of the legal regulations. People were not always treated with dignity and respect by staff. Relatives told us they had found people to wear clothes that did not belong to them. People told us they were unhappy about people walking into their rooms. However, there were systems in place to gather feedback from people and their relatives.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Three people expressed dissatisfaction about other people entering their bedrooms. One person told us a person who had entered their room and taken their belongings was pushing their limits, and 2 other people used the word "nuisance" to describe how they felt about this. Changes were not made to a person's care plan after they fell and got injured in another persons room to reduce the risk of recurrence. Improvements were needed to improve people's privacy and safety. Relatives told us they had found people wearing clothes that did not belong to them. One relative said, "Occasionally, [person] is wearing something that is not [person’s]." Another said, "I would add that [person] is not always wearing [person’s] own clothing, or it has gone missing." Improvements were needed to promote people's dignity by always ensuring they could wear their own clothes. Some staff interactions we observed were not dignified and respectful. For example, despite the provider telling us people had protected mealtimes, when a person asked a staff member for more porridge, the staff member told them they were writing notes and went into the corridor to finish these rather than support them straight away. When a person stood directly in front of a staff member; the staff member did not acknowledge them as being there. Straight afterwards, the person communicated emotional distress. When staff were in communal areas, they did not always meaningfully interact with people. For example, we observed no interactions between staff and people in a communal lounge for approximately 40 minutes apart from redirecting a person from going into another person's bedroom. However, we also observed that people had personalised their rooms to fit their preferences. We observed staff knocking on people’s doors before entering. We observed a staff member making an effort to speak to someone in a language they spoke, and staff adjusting the loudness of their voice to promote communication.

Staff told us they promoted people's rights by respecting their privacy, communicating clearly, and seeking feedback from them. A staff member told us they put themselves in people's shoes and treated people like they would their own parents to promote dignity and respect.

Improvements were needed to ensure people’s privacy and dignity needs were always met. People’s mixed feedback about how they felt staff treated them in the safe and effective staffing part of the report and our observations in this part meant improvements were needed in how the provider monitored staff interactions to ensure they are always respectful. However, there were systems to seek and act on people’s feedback such as resident meetings, coffee mornings, surveys and a recent relatives meeting.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.