- Care home
Flowers Manor
Report from 5 February 2024 assessment
Contents
Ratings
Our view of the service
Flowers Manor is a residential care home providing accommodation and personal care for up to 66 people. The service supports older people, some of whom are living with dementia. The service learned from incidents and made improvements where needed. There was a clear safeguarding policy with details of which agencies to contact in the event of any concern. People had risk management plans, which were kept under review and updated when needed. Staff had been recruited safely and there were sufficient, well-trained staff to meet people's needs. People were supported to safely take the medicines they had been prescribed. People could have visitors without restrictions and were supported to access their local community. Staff worked with other services to ensure people's needs were met effectively. The service followed the requirements of the Mental Capacity Act. Staff demonstrated a good understanding of people's individual needs. People were involved in decisions about their care. We observed on some occasions staff did not respond to people in a timely or effective manner. On other occasions we observed staff responding promptly to people. There were regular meetings for people and relatives to provide feedback and make decisions about the running of the home. People had been supported to express their wishes about end-of-life care. We received mixed feedback from staff about the support they received. Most staff told us they felt well supported by the management team. However, some staff raised concerns about the response of the registered manager when things in the service did not go well. The service completed regular staff surveys to receive feedback. Actions were set following the most recent survey to improve communication from the management team. Quality assurance assessments were used to review the performance of the service. Action was taken on the findings of the various reviews.
People's experience of this service
People told us they felt safe and were happy living at Flowers Manor. Comments included, " Yes, I feel safe. Never thought it wasn’t [safe]. I’m not worried at all.” A relative told us, “It’s brilliant. We know [our relative] is in a safe place.” People felt there were enough staff available to provide support when they needed it. People said staff had the right approach to providing care. We observed people taking part in a range of group and individual activities. People told us they were involved in their care plans, reviewing them regularly and making changes when their preferences or needs changed. People said they were able to access the health services they needed. People said they were treated with kindness and compassion. Comments included, “Staff are very pleasant and helpful” and “Happy? Very much so. I’m in the right place. I can’t fault the staff.” A relative told us, “[My relative] feels loved, an absolute strength here. Staff are committed to creating happy memories.” People and relatives felt able to raise concerns if needed. Comments included, “What is really good is the openness of the senior team. They are contactable. I’m confident what they say they’ll do, they’ll do.”