Manor House Residential 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

The service had improved. The rating for this key question has changed from requires improvement to good. The provider had improved activities that were available to people. People received care that was personal to their individual needs and they were provided with information in a way that they could understand. People received equal access s to care, without discrimination. The provider acted on any feedback received to improve care to people.

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.

People’s care plans reflected their physical, mental, emotional and social needs, and included areas such as communication, daily life/lifestyle, emotional support, mobility, nutrition/hydration, personal care and sexuality amongst others. We observed staff supporting people in line with their care plans and according to people's individual needs. This included helping people in relation to their daily needs such as eating and drinking and personal care but also in relation to the activities they wanted to take part in.

People who used services and their relatives were regularly involved in planning and making shared decisions about their care and treatment. This meant that care delivery was centred around them and their needs.

Staff we spoke with told us they were involved in adapting and reviewing care plans based on people's changing needs. They were familiar with people's individual routines and likes and dislikes. They were aware of the importance of providing person centred care and offering people a choice in relation to how they chose to how they lived their lives.

External health and social care professionals told us staff working for this provider were familiar with the personalised care, preferences and daily routines of their clients. One professional told us, "I attend Manor House every week, where I sit down with the care home manager to discuss each resident and any concerns." Another said, "Whenever I visit Manor house the staff are friendly and helpful, providing all the information required and will accommodate requests."

People’s electronic care plans were regularly reviewed and contained detailed information about their care needs, including any health and medical needs. They also included evidence of regular partnership working with helath professionals such as primary and secondary medical teams and community nurses.

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported. They told us they worked well with health care professionals to ensure people received joined-up care.

People told us they received person-centred care from staff who were familiar with their individual care needs, preferences and daily routines.

People's communication needs and preferred method of communication was clearly highlighted in their personalised care and support plan.

We observed staff communicating and interacting with people in a way that they understood. This included speaking to them clearly and allowing them time to take in the information and respond at their own speed. They respected people's choices including when they declined an offer of support. One relative said, "Showering can be a struggle. She can refuse to engage and so staff know to leave her and come back later to try again."

Staff told us they had received person centred training in how to communicate and understand people’s preferred way of communicating. Training records showed that staff had received training in Communication & Record keeping.

There were a number of ways in which the provider listened to people and other stakeholders. These included surveys, monitoring complaints and incident and accident monitoring. The views of people in relation to activities, meals and other aspects of daily living was also sought and acted upon. The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution.

Learning from complaints and concerns was seen as an opportunity for improvement and staff gave examples of how they incorporated learning into daily practice.

People using the service and their relatives told us they knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. They felt the provider would listen and act on any feedback or concerns that were raised. Comments included, "The Manager and staff do listen to the residents. I speak to them regularly" and "I’ve never had any concerns but there are lots of staff around that I can speak to."

People were able to access care, treatment and support when they needed to without delay.

Healthcare professionals did not raise any concerns around people receiving unequal or discriminatory care under the provider.

Staff understood people had a right to receive the care and support that met their specific individual needs. Records showed they had received training in Equality & Diversity and they demonstrated this when we spoke with them. They explained how they treated people equally, without discrimination and respected their individual needs, including any religious or cultural needs.

People’s care plans contained information about their wishes in relation to how their social, cultural and spiritual needs. This included care plans around sexuality, emotional support and daily lifestyle.

The registered manager and staff understood and supported people’s cultural and spiritual needs. People were treated equally, and their individual needs were met in line with their preferences.

People understood their right to be treated equally and fairly and were provided with the care and support they wanted based on their specific needs. People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice.

The service was responsive to people’s changing needs. People were supported with regular reviews of their needs when required. People, their relatives and advocates participated in reviews if requested.

The provider had an end of life policy and people had plans about how to support them if they were dying. This included where appropriate people’s wishes for their end of life care, including their spiritual and cultural wishes. Advanced care plans were also in place which were completed where people had the capacity to do so.

Staff told us they supported people to make informed choices about their care and plan their future care.

People’s care plans included those in relation to end of life wishes and death/dying. They also included details of whether they were for resuscitation or not.