Manson House

Throughout the inspection, the majority of feedback from people, relatives and staff was positive about the quality of care provided and the kindness, compassion and commitment demonstrated by staff. People told us they felt safe, well supported and treated with dignity and respect. Staff knew people well and demonstrated a clear understanding of their individual needs, preferences and life histories, helping to ensure care was delivered in a personalised and meaningful way.

There were effective systems and processes in place to identify, assess and manage risks while promoting people's independence, choice and control. Comprehensive assessments were completed before people moved into the service and detailed care plans provided staff with clear guidance on how to support people safely and consistently. Staff worked proactively with healthcare professionals to monitor people's health and wellbeing and responded appropriately when concerns were identified. Records demonstrated people had access to a range of healthcare services and received coordinated support to achieve positive outcomes.

The service provided a warm, comfortable and personalised environment where people could feel at home. Bedrooms reflected people's individual tastes and preferences and relatives praised staff for the efforts made to create a homely atmosphere. Systems were in place to maintain environmental safety, equipment was regularly serviced and medicines were managed safely. Infection prevention and control arrangements were largely effective, although some minor environmental issues requiring attention were identified during the inspection.

People consistently described staff as kind, respectful and responsive. Observations throughout the visit confirmed positive interactions between staff and people, with staff taking time to provide reassurance, engage in meaningful conversations and support people in ways that respected their wishes and choices. Call bells were responded to promptly and people told us they felt confident staff would provide support when needed.

The provider promoted a culture of openness, learning and continuous improvement. Incidents, accidents and near misses were investigated appropriately, with lessons learned shared across the staff team to improve practice. Governance systems provided oversight of quality and safety and supported ongoing service development. The provider also demonstrated strong partnership working with healthcare professionals, relatives and other stakeholders to ensure people received joined-up care.