Flowers Manor

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

We assessed all of the quality statements for the responsive key question.

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.

We observed staff providing care for people in a person-centred way, using different approaches for different people to support them to make choices about the support they needed.

The registered manager told us there were systems to assess people's needs and plan how to meet those individual needs. People and their representatives were involved in the planning process.

People told us staff understood what was important to them and provided care in the way they want it.

A visiting GP told us the staff team work together to provide appropriate information to health professionals, to ensure continuity of care.

People told us staff were quick to notice any changes or medical problems and called in the doctor when required.

Leaders told us the community in the home was always developing and re-forming. They said they always considered the needs of existing people using the service when they completed needs assessments.

The provider had planned what the needs of the community were when setting up the service. This included not providing care for people with very high needs relating to dementia due to the impact on the other people using the service.

People's communication needs had been assessed before they moved into the home and each person had a communication care plan, which was regularly reviewed.

People told us they received information in ways they could understand, including how they could raise any concerns about the service.

Staff demonstrated a good understanding of people’s communication needs.

People told us staff and managers listened to them if they raised any concerns and action was taken in response.

The registered manager told us there were monthly committee meetings led by the residents. Heads of Departments join these meetings to ensure any actions are followed up by relevant staff.

There were regular meetings for people and relatives to provide feedback and make decisions about the running of the home. Issues discussed included staffing, menus, activities, housekeeping and maintenance.

The registered manager told us they look to respond to people's specific needs and able to adapt as needed. They plan activities that can be done at lower levels when sitting down, to ensure they are inclusive. The registered manager said they like to keep ground floor doors open so people have access to the offices, where management staff are based.

People told us the building was suitable to meet their needs in respect of their health and mobility conditions.

Visiting health professionals told us people were supported to access the health services they needed.

Accessibility of the building was considered as part of people’s needs assessment and on-going reviews. Where needed, adaptations were made, for example, use of pendant alarms to enable people to access the garden independently, development of paths in the garden to make them accessible for people using a wheelchair or walking frame.

Staff supported people to access relevant services to ensure people had equity in outcomes and experiences. Examples included supporting people to attend health services relevant to them with appropriate levels of support. Staff supported people to communicate effectively where needed.

The Care Manager reported they had identified barriers in access for dental services for people. They had arranged for a local dental practice to visit the service.

People told us the provider supported them to access external health services. A relative said the service had supported their relative to access health services they were not previously getting.

People had been supported to express their wishes about end of life care. Relatives and friends were involved in these discussions where appropriate.

The deputy manager told us they worked in a sensitive way to understand people's wishes. The deputy manager reported they had good contacts with the community nurses and palliative care team.

People's care plans contained details of their wishes.