The Manor

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 71 (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.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff sought people’s views about their care, to make sure the support provided was tailored to their needs and preferences and resulted in positive outcomes for them. When people were unable to discuss their care, their family and friends were involved, to ensure staff knew as much as possible about people and any decisions promoted a good quality of life.

Staff and management knew people well and advocated on their behalf, when necessary, to ensure they received the care and support they needed. The registered manager described a situation when they had advocated on a person’s behalf, when access to healthcare services for the person had provided difficult. Important information about people’s needs was shared with partner agencies, for example when people attended hospital, so they fully understood people’s needs.

People and relatives were happy with the quality of care at the service. They told us, “It is lovely here and I am looked after all the time” and “There is good communication, monitoring and change when needed. The staff are caring and the atmosphere friendly. I have recommended the home to a number of friends.” Every staff member we spoke with told us they would be happy for a family member to live at the service.

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.