Manor House

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 75 (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 from other organisations with kindness and respect. Staff were knowledgeable about people and were passionate about person-centred care. We observed staff interacting with people and found they were kind and caring. One staff member said, “I love working here in creating a home for the residents and it is like a home to me also. For example, it is very rewarding helping [person’s name] to do more things for themselves.”

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. All staff we spoke with were highly positive about the individualised care people received. Their commitment to meeting individual choice and interaction reflected the philosophy expressed clearly by the registered manager. We saw people were happy and content in the presence of staff. One staff member said, “It is more rewarding here [then previous places they had worked] because I have more of a role in providing normality for individuals with difficulties and helping them to participate in normal life activities. I use my own car (with mileage funded by the service) to take residents shopping, to the doctor and hospital appointments, etc. I develop a bond with residents, and it is satisfying when community activities lift their spirits. I am motivated every day in helping to add interest and independence to residents.”

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 supported to have as much independence as they wanted to and were in control over their own lives. Staff involved people in decisions about their care and support and people chose how they wanted their support delivering. One family member said, “The care is very good, and all staff are very caring towards [family member]. [Family member] thinks a lot of the staff and other residents. The staff are amazing and do an amazing job. [Family member] loves it there and they call it home. [Family member] is very happy and therefore we’re very happy with [family member] being there. We are really happy with the care they are getting.”

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. Staff knew people well and understood their needs. Staff could easily identify when something was wrong and supported people to feel better. Staff knew what action to take to respond to accidents and incidents and accessed other professionals when they needed to.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to an employee handbook which included information about flexible working policy along with several other policies designed to promote equality and support staff wellbeing. These policies demonstrated a commitment to creating a supportive and inclusive work environment.