Manor Lodge

On this page

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

We did not look at all quality statements for Caring at this assessment. The service was Caring. People’s individual needs and preferences were well documented, and this was reflected in their care, treatment, and support. The provider was previously rated as Outstanding in Caring at the last inspection in 2018, at this assessment we found that people continued to receive exceptional care and treatment. Some scores in Caring are based on the previous rating for this key question.

This service scored 100 (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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Independence, choice, and control was promoted through the culture of the service, this was from the first pre-assessment of people right through to the end of their time with the provider. Independence was promoted through mobility and rehabilitation, choice and control were promoted through involvement and excellent care planning and understanding of people's needs. We were told by people that the chef has visited them and attended meetings to ensure their choices are listened to. One person said, “The chef visits and asks about the food and if there are any problems. We have a meeting once a month and the managers listen.” People told us the chef accommodates not just their dietary requirements but also their personal preferences. For example, one person said, “I can have a stake dinner when I request it and at no extra cost.” Another said, “I can have a cup of tea made anytime, even if I ask at 3 in the morning, it is never a bother.” We were told about special cultural foods provided and the chef working in partnership with dietitians to ensure meals meet people’s calorie requirements. Another person said, “Staff will help me if I need it. They are all very kind to me.” Another told us how they had been worried about a health matter and discussed this with a carer. It was then arranged for the GP to visit to explain more which put their mind at ease. Another person said, “I must say I feel very settled here. Staff are kind and friendly and a couple go that extra mile [staff member] will always come in most evenings to check on me, I love a glass of wine, and this is available for me.” Another person said, “I love it here, staff are kind and friendly and always ready to help. I am sure no one would not be happy here.” People were encouraged to participate in activities and there was a wide range of activities on offer for them to choose from. Families were also encouraged to join in with their loved ones making activities as inclusive as they could be.

The physio therapist employed by the provider said, “I really want to remove the stigma that being in a care home is your last home. My aim is to promote and improve independence and quality of life through my work. I do everything I can to educate staff of the importance of promoting independence.” Another staff member said, “I work with a good team here, and love helping the residents and talking to them about their memories of their life.” Another told us one person enjoys singing so they will often visit the person and sing together.

A family member shared with us, “There are daily activities for residents and the staff try to encourage residents to join in if they want to. There are also lots of other events for relatives to join in with their family member, for example a summer fete, monthly pub quiz evening, dementia cinema club, Christmas party, and VE day celebrations.”

There are robust systems in place to ensure staff understand the importance of independence choice and control. This includes staff training, and the on-going monitoring of staff practises through observation and supervision. The provider seeks feedback from people on inclusion and involvement. The employment of a physiotherapy team demonstrated the providers commitment to promoting independence. Reviews of people’s care were undertaken, and people and relatives were actively involved. Staff understood person centred care and were able to explain how they ensured people were given choice and control in their lives. Staff spoke positively and warmly about people and gave examples of person-centred care, one staff member said, “no two people are the same, no family are the same, we listen to people and what they need from us.”

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.