Manor Lodge

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 did not look at all quality statements for Responsive at this assessment. Some of the scores are from the previous assessment. People received exceptionally personalised care which led to positive impacts on their health and wellbeing. Staff included people’s family in events to ensure important relationships were maintained. Staff knew people extremely well and spoke with passion and genuine enjoyment when explaining people’s interests and hobbies. Staff ensured people received a dignified and pain free end to their life, with special attention paid to their spiritual needs.

This service scored 79 (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.

We received exceptional feedback about activities being tailored to people’s needs and preferences. Feedback included, “The whole team has facilitated special cultural meals for [relatives] birthdays and all of the important Roman Catholic religious festivals as well as helping my [relative] to attend Roman Catholic masses and share prayers with a Sister who is a RC Nun and resident in the care home. Religion and culture are extremely important to my [relative] and Manor Lodge has recognised this and gone above and beyond to meet this need in these areas.” Another family member said, “The activities team at Manor Lodge work hard to provide a wide variety of activities. They post a weekly rota of what is happening and when in each unit which allows family or friends to engage in them during visits.” One person said, “The minister comes in once a week to see me. I would certainly not want to move from here.” Another person said, “Staff here are lovely, they help me get ready, I think this home is one of the best.” A family member said, “The lifestyle team are amazing, they always organising different activities for the residents.”

One staff member said, “The elderly deserve more and that’s why I like working here.” The registered manager promoted a highly person-centred approach. They told us they were proud of the staff team and how they supported people. Staff spoke about the importance of knowing people well and understanding their background. The registered manager told us the provider uses a wide range of tools to seek people’s feedback, this includes separate satisfaction surveys for staff, family and people who use the service. They seek feedback from professionals who use the service and strive to create an open culture. Staff told us the activities had even included a horse visiting the home for people to go outside and pet.

Families were consistent in saying that the staff team treated people exceptionally and there was an excellent range of activities available for both families and their loved ones. The provider had systems in place to ensure people's feedback was received. Staff provided people with person-centred care and people were given choices and encouraged to follow their interests. Staff were very attentive and had a good understanding of people. We observed people were supported and spoken to in a supportive and individual way. Staff took time to work out how people wanted to be cared for and this was reflected in highly detailed care plans. Individual interests and people’s past lives were taken into account when planning people’s care. There were robust systems in place to involve families in care planning.

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.