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The Manor House Gosforth, Newcastle Upon Tyne

The Manor House Gosforth in Newcastle Upon Tyne, Tyne and Wear, a residential care home for adults, some living with dementia, was rated outstanding for being effective, responsive and well-led following an inspection by the Care Quality Commission (CQC).

It achieved the score of good for the safe and caring services provided at the home.

The inspection took place on the 16 December 2019.

The CQC report highlighted that in the last inspection effective was rated as Good and at this inspection the key question has improved to Outstanding.

Inspectors found that the service significantly improved people's quality of life and self-esteem. This was through exceptionally creative, proactive best practice approaches and dedicated support to people's rehabilitation, mental wellbeing and physical health.

Staff recognised the importance of proactive therapeutic approaches to care and support to help improve people's quality of life. For example, they developed personalised playlists on electronic tablets, of songs important to people and used this to help reduced people's anxieties. Staff used this approach to help people who might be upset in the mornings to have a more positive start to their day instead.

A 'three wishes' programme helped people to fulfil small or big dreams. One of the residents had wanted to fly a plane all their life, so staff supported them to a flight simulator. And following this the person’s relative arranged a helicopter ride for them.

People described the exceptional quality of the service by commenting, "I would recommend this home without any hesitation, based on the high quality of care you get and the dedication of staff going out of the box to maintain this care" and "I do not think you will find anything better than this because there is such a professional touch applied to all areas of care."

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