Archived: Manor Hey Care Centre

Updated 12 January 2015

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 14 October 2014 and was unannounced.

The team consisted of a lead inspector and a second inspector, a specialist advisor who was a registered nurse and an expert by experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert was experienced in nursing and dementia care.

Before the inspection we looked at the information we held about the service. We were unable to review the provider’s information return (PIR) as this document had not been completed at the time of the inspection. The information was sent to us by the home following on from the inspection.  We contacted the safeguarding team, the council and the clinical commissioning group for their feedback about the service.

We spoke with six people who used the service, four visiting relatives, fourteen members of staff including hospitality staff, care staff, senior staff and nurses, the manager and the provider. We spoke with a visiting GP and dentist and the occupational therapist employed by the service. We also spoke with the chef, an NVQ assessor and a training facilitator from Trafford council who were present at the time of our visit. 

Some people who used the service were unable to tell us about their care. Therefore we used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experiences of people who cannot tell us about their care.

We reviewed three people’s care records in detail. We looked at staff recruitment, training, supervision and appraisal records. We also looked at records and arrangements for managing complaints and monitoring and assessing the quality of the service provided by Manor Hey Care Centre.

Updated 12 January 2015

This inspection took place on 14 October 2014 and was unannounced which meant the provider and staff did not know we were visiting. The last full inspection took place on 16 September 2013 during which we found there were no breaches in the regulations.

Manor Hey Care Centre provides nursing and personal care for up to 83 older people, some of whom were living with dementia. The home accommodates people over three floors and has recently extended the home to accommodate more people who are living with dementia or who require nursing care.

The home is required to have a registered manager. At the time of our inspection the new manager had been in post since 8 October and had not yet registered with the Care Quality Commission.  A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.  

Through notifications we had received we had been made aware that the home had recently experienced some difficulties which they had managed appropriately. The home had employed an occupational therapist (OT) and a physiotherapist to support the existing staff to help ensure people’s care and nursing needs were met. People who used the service could access clinical support in house when they needed it, which enabled the staff to respond better to people’s changing needs in a timely way.

We spoke with the OT who told us about the plans to implement an “enablement model” of support throughout the home. This would join up support from across the multi-disciplinary team within the home and ensure all people received person centred care and support.

The provider had kept the Care Quality Commission informed of safeguarding incidents which had occurred within the home. We had been kept informed of the outcomes of these incidents and any lessons which had been learned to keep people safe.

We found the home to be well maintained, clean, relaxed and friendly.  Due to the complex care needs of some people living at Manor Hey we were unable to obtain their views about the quality of service they experienced. We observed however that staff treated people with kindness and dignity. The people we could speak with were very positive about the care they received at the home and staff we spoke with were open about their experiences during the difficulties the home had faced in recent months.

People and their families told us that they were consulted with, or about, their care needs and if they had any concerns, they felt confident to talk to the staff. They told us they were kept informed of things they felt they needed to know about. We observed the relationship between the staff and visiting relatives was positive and appropriate.

We conducted observations and saw staff interacted well with people and had a courteous, caring and patient approach. Staff did not rush people and gave them time to make decisions.  People using the service and their families felt that the service was responsive if they had any queries of concerns. One person told us, “If there is anything I need I just speak to the staff that will sort it out or pass it on.”