Archived: Park Manor Limited

Park Manor is a residential care home registered to provide personal care to up to 37 older people. There are 19 bedrooms split across three floors in the main house and 12 apartments linked to the home via a corridor. There were 23 people living at the home at the time of inspection

People’s experience of using this service and what we found

Improvements had been made to medicines management within the home and people received their medicines as prescribed. Staff responsible for giving medicines were trained and had their competency assessed to ensure safe practices. Infection control procedures were in place and robust, these had been enhanced due to the COVID-19 global pandemic.

Improvements had been made and the home undertook various audits to ensure safety and quality. There was an overall action plan which demonstrated the home continually sought to improve and develop. Staff morale had improved, however, staff told us they did not always feel appreciated for the work they did. We raised this with the registered manager who told us they would continue to work to improve staff morale.

People told us they felt safe living at Park Manor. People were supported by staff who were knowledgeable and knew them well. Comprehensive risk assessments were in place to ensure staff worked in a safe way and people were protected from avoidable harm. Staff received training in safeguarding people and felt confident any concerns would be taken seriously and dealt with promptly.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Where restrictions for people’s own safety were in place the home complied with the law.

Staff were recruited safely, and robust checks were in place. Staffing levels were good, and recruitment was ongoing. Recruitment was challenging as it is with many providers due to the national shortage of health and social care workers in England. Accidents and incidents were reviewed and analysed to prevent reoccurrence.

The home undertook various audits to ensure safety and quality. There was an overall action plan which demonstrated the home continually sought to improve and develop. Involving others and seeking feedback on the quality of care and satisfaction was important to the home. The registered manager understood their role and responsibilities and staff felt proud to work for Park Manor.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 1 October 2019) and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We carried out an unannounced comprehensive inspection of this service on 11 and 12 September 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment and good governance.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-led which contain those requirements.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Park Manor Limited on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

About the service

Park Manor is a residential care home providing personal care to 32 older people. The service can support up to 37 people. There are 19 bedrooms split across three floors in the main house and 12 apartments linked to the home via a corridor.

People’s experience of using this service and what we found

Medicines at Park Manor were not always managed safely. We found that the necessary quantities were not always available and that staff administering medicines did not always follow instructions detailed on people’s Medicine Administration Sheets. This meant that people sometimes went without their prescribed medicine.

Quality monitoring systems were not robust enough to demonstrate safety was effectively managed. This placed people at risk of harm. The management were not always clear about their roles and did not always make staff feel valued or appreciated. Concerns were raised about the operational managers approach.

People told us they were happy and felt safe living at Park Manor. Relatives said staff had a good understanding of their loved ones needs and preferences. Risks had been identified and measures put in place to keep people safe.

Staff listened to what people wanted and acted quickly to support them to achieve their goals and outcomes. Staff looked to offer people solutions to aid their independence and develop their skills.

Staff were trained and skilled. They worked with people to overcome challenges and promote their independence. Equality, diversity and human rights (EDHR) were promoted and understood by staff.

People, professionals and their families described the staff as caring, kind and friendly and the atmosphere of the home as relaxed and engaging. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People received pre-admission assessments and effective person-centred support. The service was responsive to people’s current and changing needs. Regular reviews took place which ensured people were at the centre of their support.

People, relatives and staff spoke highly of the registered manager and felt they led the home well. They described the registered manager as; “Firm, fair and approachable”.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 17 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Enforcement

We have identified two breaches in relation to the management of medicines and quality monitoring systems at Park Manor.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

The service is registered to accommodate and provide personal care for up to 37 people. At the time of the inspection there were 33 people living at the home.

There was a registered manager at the time of the inspection. 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 2008 and associated Regulations about how the service is run.

Overall, people were very positive and complimentary about the staff team and the way they cared for and supported people.

People felt safe living at the home and there were established monitoring and auditing systems to make sure that the environment and the way people were looked after were safe. Risk assessments had been completed to make sure that care was delivered safely with action taken to minimise identified hazards. The premises had also been risk assessed to make the environment as safe for people as possible.

Staff had been trained in safeguarding adults and were knowledgeable about the types of abuse and how to take action if they had concerns.

Accidents and incidents were monitored to look for any trends where action could be taken to reduce likelihood of their recurrence.

Sufficient staff were employed at the home to meet the needs of people accommodated.

Recruitment procedures were being followed to make sure that suitable, qualified staff were employed at the home.

Medicines were managed safely and administered by trained staff.

The staff team were both knowledgeable and informed about people’s care and support needs. There were good communication systems in place to make sure that staff were kept up to date with any changes in people’s routines or care requirements.

Staff were well-supported through supervision sessions with a line manager, an annual performance review as well as direct supervision by senior staff.

Staff and the registered manager were aware of the requirements of the Mental Capacity Act 2005 and acted in people’s best interest where people lacked capacity to make specific decisions. The majority of people accommodated had capacity to make their own decisions for all aspects of their lives. They were consulted and gave consent to the care and support they received.

The home was compliant with the Deprivation of Liberty Safeguards with appropriate referrals being made to the local authority.

People were provided with a good standard of food and their nutritional needs met.

People’s care needs had been thoroughly assessed and care plans put in place to inform staff of how to care for people. The plans were person centred, covered all areas of people’s needs and were up to date and accurate.

People and staff were very positive about the standards of care provided at the home. People were treated compassionately as individuals with staff knowing people’s needs.

Communal and individual activities were arranged to keep people meaningfully occupied.

There were complaint systems in place and people were aware of how to complain.

Should people need to transfer to another service, systems were in place to make sure that important information would be passed on so that people could experience continuity of care.

The home was well-led. There was a very positive, open culture in the home with staff proud of how they supported people.

There were systems in place to audit and monitor the quality of service provided to people.

Staff at Park Manor Care Home told us they were well trained and supported. We looked at staff records and found evidence of a comprehensive training programme which was available to all levels of staff. Regular supervision and appraisals ensured staff had opportunities to reflect on and develop their practice and skills. These measures meant the provider had ensured the staff were appropriately trained and supported to meet people's health and welfare needs.

We did not specifically speak to people about living at Park Manor. However, we observed that people being cared for in their bedrooms were comfortable and people were actively participating in activities in the main lounge.

We spoke with the manager and seven staff and checked that infection control equipment was available in people's bedrooms and bathrooms.

The staff told us that they had all received training in infection control and that there were plenty of supplies of equipment.

Staff said that they were able to contribute to the service through staff meetings, talking directly to the manager and one to one meetings with their line manager. They told us that they views were listened to and acted upon.

There were systems in place to assess and monitor the quality and safety of the service provided at Park Manor.