Manor Court 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 received person-centred care. There was enough information to help people make choices. People were asked for their opinions. People's equality and diversity needs were met.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us they received personalised care which met their needs and reflected their wishes. Comments from people's relatives included, ''They give [person] choices and provide care which meets these'', ''They organised a trip to London to the theatre; [my relative] had a lovely time'' and ''The staff ring me and let me know what is going on and invite me.''

The registered manager and staff gave us examples about the difference personalised care had made for some people. This included people who had been unwell and underweight when they moved to the home, but with the right support and input from staff, as well as external professionals, they had recovered and gained weight.

Staff knew people well. They interacted with them in a person-centred way, offering meaningful choices and respecting these.

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.

People told us they had the information they needed about their care and the home.

The registered manager told us they were improving the care planning system so that people's families could access key information, including what people had done and the care they had received. The staff could speak a range of languages and told us they had translated information and made sure people understood this.

The provider was able to supply translated documents, easy read information, and interpreters to help make sure people using the service and their families had the information they needed. The registered manager explained they were in the process of developing a newsletter to share information about the service. There were regular meetings for people living there and their relatives. We saw information was displayed in different formats. Staff made sure subtitles were on communal televisions for people who needed these.

People felt they were listened to and could share their views about their care and the service. They were involved in regular reviews and had opportunities to meet with key staff and the management team. The staff supported people to communicate however they needed. Some people used pictures or special devices to communicate. We saw staff supporting people with this and taking time to understand what people wanted to say and make sure they understood information. One relative told us, ''[Person] has memory loss, but the staff always talk with [them], allowing [them] to speak first and listening to what [they] have to say.''

The staff told us about picture symbols they used to aid communication with some people. The dementia expert who supported staff told us about resources they were developing to enhance communication for people who did not use words and people who did not speak English. This included designing flash cards with key words and in 1 person's first language so the staff could use these to provide information and the person could make choices.

People's care plans included information about how they communicated and any equipment or support they needed with this.

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 using the service told us their equality needs were met. People came from a range of different cultural and religious backgrounds, and these were catered for with a variety of food, celebrations, and worship. People did not feel discriminated against.

Staff told us they had undertaken training about equality and diversity. They had a good understanding of how to provide care and support to meet people's different needs.

People's care plans included information about their diverse needs and how these could be met. The provider organised a range of activities to celebrate diversity. For example, in June they had posters and had organised an event to celebrate Pride month and they had supported people to celebrate Father's Day. They had weekly religious services and events to celebrate religious festivals and special events. The menu included cultural and vegetarian options.

People and their relatives told us they had been asked for their views about end-of-life care and any specific wishes to be followed in the event of their death. People's relatives told us they had information they needed and opportunities to discuss concerns or ask questions from the staff and external palliative care professionals.

Staff told us they had undertaken training about good end of life care. They understood the principles of this and knew who to contact when people's health deteriorated.

There were suitable care plans regarding people's end of life care and support. These included information about medicines, pain relief and comfort as well as ways to reduce risks including those associated with skin integrity and oral care. The staff worked closely with external professionals, seeking advice from the palliative care teams and other professionals when needed. Equipment to support people's comfort and wellbeing was in place.