Hutton Manor Care Home

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 requires improvement. At this assessment the rating has changed to 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.

The provider delivered person‑centred care that reflected people’s individual needs, preferences and communication styles. During the assessment, we observed staff engaging with people in a natural manner, both in communal areas and when supporting people in their rooms. Staff initiated conversation, checked how people were feeling and offered reassurance where needed. These interactions were respectful, unhurried and demonstrated that staff understood what mattered to each person.

Staff knew people well and referred to their personal preferences naturally in conversation and during daily routines. They adjusted their communication to suit individual needs, ensuring people had time to process information and respond. This included speaking clearly, using familiar phrases, and recognising when people needed additional reassurance or a quieter approach.

People were offered choices throughout the day, and staff took notice of how people preferred their care and support to be provided. Staff consistently checked in with people to confirm they were comfortable, understood what was happening and were happy with the support offered.

The provider understood the diverse health and care needs of people and their local communities. Systems and processes were in place to ensure people had access to health care professionals when they needed them. There was an understanding of the diverse needs of people accessing intermediate care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were supported to understand how to access healthcare, raise concerns, make choices about their daily routines, and participate in activities. Information about GP appointments and visits from healthcare professionals was communicated in ways that aligned with each person’s preferences. Staff also kept relatives informed, where appropriate, to ensure they remained fully involved. One relative told us, “Staff keep me updated if there have been any changes.”

During our visit, we observed staff sharing information with people about the day’s activities and offering choices. One person who had a GP appointment was supported by staff to note down the date and time after it was clearly explained to them, helping them remember and prepare.

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. People and their relatives told us they were aware of how to complain.

Relatives were asked whether they knew who to speak to if they had any concerns, and whether anything had happened as a result of concerns they had raised. One relative told us, "They are very friendly and if you need any questions answering, they will tell you or send you to the office." Another relative said, "My other family members deal with this." Another relative commented, "If I have a problem I could speak to any of the girls. It’s lovely here, I don’t have any problems. I haven’t raised anything." One relative explained, "I can ask [Name] any questions and they will tell us anything. I go to [Name] and ask any questions. He sorted out a box for her Christmas tree. I know if there is any issue they would let us know."

People living at Hutton Manor are supported to play an active role in shaping the service through regular committee meetings. These meetings offer a structured opportunity for people to discuss planned activities, appointments, and any changes and improvements they wanted to make to their home. People reported feeling listened to and valued, with minutes showing clear actions taken in response to their suggestions.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Records we reviewed showed clear evidence of timely referrals, regular communication with healthcare professionals and accurate documentation of advice given. Staff demonstrated good awareness of people’s ongoing health conditions and monitored for changes that might require further medical intervention.

During the assessment, we found that people were supported to attend appointments, either within the home or externally, and staff ensured that the necessary information was shared so professionals had an accurate picture of the person’s needs. Where required, staff advocated on behalf of people to ensure they received the right support at the right time.

Relatives told us they had confidence that staff would contact healthcare professionals appropriately and keep them informed. People also reported they felt reassured that staff would seek medical advice when needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes.

The provider complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People we spoke with told us they had being involved about their future wishes including end of life care. A visiting professional told us on how Hutton manor supported a person regarding EOL. “The staff and managers were immensely supportive of [person] always providing emotional support through conversing when she was distressed. They promoted her dignity in death as well as life by key members of staff attending her funeral as well.”