Bramhall Manor Care Home

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 spoke positively about the staff team and told us they were well treated. One person told us, “I would say this place is excellent there is everything you need and I can’t complain about the staff they have been lovely with me.” Another person told us, “Since I have been here, they have always treated me with respect. The staff are courteous and friendly.” Relatives and visitors agreed with this view and we observed staff knew regular visitors to the home and took time to welcome them and offer drinks. One relative commented, “I would say the staff are excellent, very caring.”

We observed staff would knock before entering people’s bedrooms and were kind and patient with people. Staff knew people well and felt they had good relationships with the people living at the service.

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 told us their needs were met and that staff knew their needs and preferences. One person told us, “They know my likes and dislikes and I would tell them if there was a problem, I don’t worry about that.” Another person commented, “The staff are very good it’s perfect really. Nothing is too much trouble for them.”

Care records contained information about people’s preferences and we observed staff generally had a good knowledge of people’s individual needs. We noted a couple of occasions where there was no clear evidence that the recorded preferences with care plans were consistently being followed and fed this back to the management team.

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 make choices around their daily lives as often as possible and we observed these choices were respected. One person told us, “The cook goes out of his way. He says tell me what you fancy the day before and I’ll do it for you.”

Care records contained information about what people could do for themselves and what they needed support with. One person commented, “I can do some things myself but they help me a lot but I know I will need more help as time goes by.”

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.

People told us that staff were responsive to any requests for support. One person commented, “I use the buzzer quite a bit for the toilet. They come very quickly there isn’t long to wait.” Another person commented, “I get help when I want it. I have no complaints. I appreciate everything they do for me.” We observed staff were not always available across the unit to support people who did not have access to calls bells and records showed that call bells were not always responded in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were very positive about working at the service and told us they felt well supported. One staff member said, “The team are lovely. Management are making me feel comfortable. It feels like a second home.”

The registered manager told us about initiatives run by the service including ‘wellbeing Wednesday’ where there was a focus on mental wellbeing and a related ‘treat’, as well as a ’golden moment’ which rewarded staff who went above and beyond. Recently the service had celebrated ‘international nurse day’. The manager spoke very positively about the staff team and told us, “I feel the home feels very different now. We have a fabulous team and they have pride in their work.” The registered manager spoke about how they supported staff members with specific physical, mental and cultural needs to ensure there was a suitable and flexible working environment.