Salisbury Manor

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.

People and relatives said staff were caring. Comments included, “Staff always call [person] by their name and treat them with dignity and respect” and “The carers are very good and kind and treat [person] with dignity.”

Leaders said they monitored how people were being cared for and checked with people what their views were about care. For example, regular meetings for people and relatives were an opportunity for people to share any concerns about the service.

We observed staff treated people with kindness and compassion. People approached staff for assistance and interactions seen were respectful and dignified. We observed staff knocking on people’s doors prior to going in and making sure doors were closed when providing personal care.

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 individual needs were recorded in their care plans and known by staff. This included information on social needs, religious needs and communication preferences. If people wanted to go to local church services, this was supported.

People and relatives confirmed staff knew people’s needs. One relative said, “Staff do know the residents well, knowing their preferences and tastes without needing to check.”

Staff had recorded information on people’s life history, important events in their lives and details of family connections. There were prompts and conversation topics recorded to promote people’s wellbeing. This helped staff gain an understanding of people’s needs particularly when people had dementia. Staff used this information to communicate with people and prompt reminiscence or provide reassurance.

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

People said they were encouraged to maintain their independence and tried to do as much as they could for themselves. They knew staff would support them if they needed help. People were supported to maintain relationships with friends, family and spouses. The service had accommodated married couples which supported them to stay together when one needed extra care. People could have visits from friends and family when they wished. There was a café area at the reception where refreshments were available for visitors to help themselves. We observed this area was well used. One relative said, “There is easy access to Salisbury Manor with no restrictions to when I can visit.”

There was a plan for activities which was available to people. This included visits from local school children and trips out. People said they had enough to do and enjoyed what was on offer. Comments from people included, “We have trips out in the bus which is nice and sometimes we do bingo” and “We have a pianist comes into play, that is nice.”

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.

We observed staff responding to people’s needs in a timely way. Call bells were answered, and staff were on hand to sit with people and engage in social interactions. During this inspection we were told that call bells at night were not being responded to in a timely way. This was reviewed by the registered manager who provided us with evidence of response times, and we found no evidence to substantiate that concern. For people unable to use a call bell there were regular monitoring checks taking place.

Staff were provided with additional training for people living with dementia. This gave them better understanding of people’s needs and how to respond to distress. The service had recently recruited a dementia coach amongst the team. Once trained their role was to support the staff with guidance and tips on how to work with people with dementia. They would also be completing observations of care to help upskill staff.

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 a ‘wellbeing’ application on their phones. This gave them access to various benefits, support and access to a GP. For example, staff had free counselling, discounts for shopping, financial support and benefits for areas such as childcare. The provider paid for all staff to have access to discount schemes and provided staff with a bonus at Christmas. The registered manager had appreciation events where staff were given gifts such as their favourite chocolate bar. There were staff awards where staff could be nominated by people, relatives or other staff. A celebration awards ceremony was held where nominated staff could attend and learn if they had won prizes.

Some staff were identified as mental health first aiders. This meant they were available to staff to signpost them to specialist help or advice.

Staff told us they were well supported and knew how to access all the schemes available. Staff said they felt able to share concerns and feedback. One member of staff said, “There is lots of opportunity to feedback, [registered manager] will always make themselves available and will respond to our feedback.”