Flowers Manor

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 assessed all of the quality statements for the caring 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.

Healthcare professionals told us staff were kind and respectful.

People and relatives told us staff were kind and respected their privacy and dignity. People's personal information was kept confidential with only authorised staff having access to personal information.

Staff told us they thought people were treated with kindness and compassion. Staff gave examples of people being supported to do things that they enjoyed and were important to them. A member of staff told us they would be happy for a member of their family to live in the service.

We observed staff treating people with kindness and compassion. Staff demonstrated they knew people well in their interactions.

Care records identified people’s individual strengths and areas where support was needed. Assessments took into account people's protected characteristics, including religious and cultural needs and disabilities.

We observed staff supporting people sensitively to make individual choices. Staff demonstrated a good understanding of people's individual needs.

Staff demonstrated a good understanding of people and the support they needed. A member of staff told us people were supported as individuals, depending of their needs and how they liked care provided.

People told us they were treated as individuals and staff helped them to meet their specific needs.

People's care records and care plans demonstrated they were involved in decisions about their care. Plans included ways staff should support people to maximise their independence.

The registered manager told us they had policies setting out people's rights. Staff knowledge and skills were tested as part of the recruitment and induction process, to ensure they worked in ways that maintained people's choice and control.

People told us they had choice and control over what they did, were able to have visitors and were able to take part in activities they enjoyed.

We observed staff supporting people in ways that maintained their independence, choice and control. Examples included supporting people to understand meal choices and support for people to keep control of their personal possessions.

The Care Manager told us they monitored call bell response times and action was taken when bells were not answered within their target time.

We observed on some occasions staff did not respond to people in a timely or effective manner. Examples included, staff walking away from people while talking with them which meant people could not see their faces or potentially hear effectively. We observed staff telling 1 person they were busy doing something so could not respond. However, this member of staff did not find another member of staff to respond or explain to the person why they could not have assistance at that time. On other occasions we observed staff responding promptly to people.

People told us staff responded quickly when they used their call bell.

The registered manager told us they were supporting staff in ways that met their specific needs, building on their strengths and areas for development.

The service had policies in place to support staff wellbeing, including workplace safely, training, supervision and regular appraisals.