Manor House Residential Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

The service had improved. The rating for this key question has changed from requires improvement to good as the provider is no longer in breach of regulations. The provider had followed the action plan they had sent us after their last inspection and improved staff working practices. Staff now treated people they supported with respect, dignity and compassion. People were supported to have choice and control and make decisions about how their support was provided. They were encouraged and helped by staff to do as much as they could for themselves, to maintain their independence.

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 spoke positively about the care and support they received. A person living a the care home told us, “They [staff] treat me and everyone else that lives here so well.” Another person’s relative added, “All the staff who work here are so lovely. They treat my [family member] with the utmost respect and compassion.”

The body language of people using the service appeared positive when interacting with staff. For example, people looked at ease and comfortable in the presence of staff. We observed staff knocking on people’s bedroom doors and asking them permission to enter before doing so. We saw staff treat people they supported in a respectful, polite and positive manner.

We received positive feedback from most partner agencies about how staff treated people using the service. An external health care professional told us, “Manor House staff are always caring and compassionate.” Another added, “The staff at Manor House are very competent, extremely kind and patient.”

Staff we spoke with demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. Staff spoke about people in a kind and respectful way. They were aware of the need to provide people with dignified care.

People told us staff treated them as individuals and were familiar with their needs, preferences and daily routines. One person said, “The staff know exactly what I like to eat and drink and what I cannot have because of my religious beliefs.” An external health care professional added, “I always get the impression that the staff know their residents very well.”

Staff understood people’s needs and wishes, and treated them as individuals. For example, staff demonstrated a good understanding of what people they supported preferred to eat and drink, and what recreational activities they liked to engage in.

The provider had policies that put people at the centre of their care and treated them as individuals. People’s electronic care plans were up to date, personalised and contained detailed information about their unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes.

We observed staff provide people with the care and support they needed according to their individually assessed needs and wishes.

Managers and staff understood people they supported should be able to make informed choices about how they lived their lives and decide what care staff provided them. A member of staff told us, “We show people photographs of meals to help them make an informed choice about what they eat at mealtimes and we keep a detailed record of peoples food and drink preferences in their care plan so we can always refer to it.”

People told us staff respected their right to be independent. A person said, “I often travel on my own in the local community without any staff help when I go and visit family members or attend my chosen place of worship. I’m free to come and go as I please, so long as I let the staff know where I’m going and when they can expect me back. I also choose to enjoy my meals in the privacy of my bedroom at times that suits me, which the staff are fine with.” Another person’s relative added, “My [family member] is given a choice of what to eat from the options available. She chooses what she wants to wear for the day and activities she likes to join in with.”

People were encouraged and supported to do as much as they could for themselves, to maintain and develop their independent living skills. People’s care plans reflected this enabling approach and set out clearly people’s dependency levels and what they were willing and capable of doing for themselves safely, and what they needed staff support with.

We observed staff respecting people’s right to make informed choices. For example, we saw staff offer people a choice of meal to eat for lunch, which they did by showing people photographs of all the food the chef was preparing for lunch that day. People told us they could choose how they lived their life at the care home. During the lunch we observed staff encourage people who were capable of eating and drinking independently without the need for any assistance to do so. We also saw one person who lived at the care home independently access the wider community without any staff support as they pleased.

Staff demonstrated good awareness of peoples personal, health and social care conditions and how to respond to meet peoples immediate needs and prevent them becoming distressed or unwell, emotionally and physically.

People told us staff helped them access external health care services and support when they needed it they remained comfortable and calm. A relative told us, “Staff respond quickly to my [family members] requests for assistance. If she is showing signs of being unwell they [staff] immediately arrange for a GP to see her.” An external health care professional added, “They [provider] notify us of any health care concerns they have promptly, so we can work together and take the right action for us to keep the residents safe. We work closely with Manor House to assess and continually monitor residents health care needs.”

People were supported to stay healthy and well. Care plans detailed people’s health care needs and conditions and the action staff needed to take to keep them fit and well. Records showed staff ensured people routinely attended scheduled health care appointments and had regular check-ups with a range of community health and social care professionals.

Staff told us the managers supported them and they felt proud coming into work. People were supported by staff who felt valued by their peers and managers, they felt like equal partners in the workplace and said they were able to contribute to decision making.

The registered manager routinely used individual supervision and group team meetings to engage and support staff through any areas of concern or identify any training needs.