Cliveden 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

People’s care plans fully reflected their physical, mental, emotional, and social needs, including those related to protected characteristics under the Equality Act. Some people and their relatives felt the management team did not always respond to their feedback in a timely manner.

This service scored 11 (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.

People were encouraged to join meetings with the management team to share their views. People and their relatives told us they felt some improvements could be made to timely action being taken when feedback was provided. For example, where they had provided feedback about the quality of the food, they did not feel it had promptly addressed. People knew who to speak with if they did have any concerns. People were positive about the new manager but gave us mixed feedback about the access to the management. Comments included “The management, when you see them, are very good but getting hold of them is difficult. They never come and see you. I can approach them when I can get hold of them. I don’t bother with deputies anymore, I go straight to the manager’s office,” “Distant, hardly ever see her. I would just ask the reception if I could speak to her, I haven’t but she’s never pottering around, I rarely see her,” “I think they do a good job. They keep themselves in the background, so you don’t feel like you’re in a care home” and “They haven’t been here that long but they’re organising things well. I’d say it was pretty good myself.”

Staff told us they operated a culture to as much as possible prevent any incidents where people could be discriminated against and confirmed there was many opportunities provided for people to give feedback and raise concerns.

The provider had an equality, diversity, and inclusion policy in place to guide staff on how to ensure people were treated with respect and dignity. Staff were trained in equality and diversity. The provider supported the dignity in care campaign which aims to put dignity at the heart of care. The service had a named staff member who acted as the dignity champion lead. They facilitated dignity action days with people and promoted people’s dignity within the service. The service operated a ‘resident of the day’ where each department visited the person and explored any concerns or compliments about their department and if they would like to suggest anything to improve. Alongside this monthly resident forums were held with the heads of departments which further provided an opportunity to raise concerns. The service had a named mental health first aider available to staff which provided them with the opportunity to raise any concerns regarding their own well being and issues in the workplace.

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.