Manor House

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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff and leaders were committed to providing support which was tailored to meet people’s individual choices and preferences. An annual review took place and provided an opportunity to look at the suitability of the placement. People and relatives were engaged in the process of care planning and reviewing their relatives care plans. People's rooms were personalised to them. People made choices about décor and the organisation of their rooms. Staff and leaders supported people to devise an ‘about me’ document which identified people’s interests and how they might present on a good day or not so good day. For example, 1 person had recorded that they would sit with their head down if they were feeling low, and if this happened, they would like staff to reassure them in a calm manner.

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. Good links with the local community were established such as local businesses, GP practice, and activity organisations. This supported people to have a full and active lifestyle.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Signage throughout the service was appropriate and assisted people to navigate around. Some people were supported to use Makaton and there was evidence of signs and pictures used to communicate with people. Makaton is a communication programme that uses symbols (pictures), signs (gestures) and speech to enable people to communicate. There were picture cards to support communication with people who were non-verbal.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a complaints procedure in place to support people to raise concerns. Staff also explained to people how to raise concerns and spoke openly with people to check if they had any problems. The registered manager said, “When staff raise concerns or complaints directly with me, I ensure they are listened to attentively and respectfully. I express appreciation for their feedback, as I believe that addressing even minor concerns promptly is crucial. All issues raised are treated seriously and investigated thoroughly to reach a timely and fair resolution.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to the appropriate level of care and support when they needed to support their lifestyle and interests. People had activity plans which were tailored to meet their needs and interests. Staff and leaders helped to manage any risks associated with accessing the community and participating in social events.

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. People's care and experience was tailored to meet their needs. Staff and leaders supported people to set goals to achieve their desired outcomes. For example, 1 person had been supported to go on holiday. This was carefully planned to ensure they could access activities of their choice, which included trying some activities for the first time such as indoor caving and access to a climbing wall. This gave the person an opportunity to fulfil their outcomes and broaden their interests.

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.