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Moor Allerton Care Centre Good


Inspection carried out on 12 April 2018

During a routine inspection

This inspection took place on 12 and 13 April 2018. The inspection was unannounced on the first day. This meant the staff and provider did not know we would be visiting. The second day was announced.

Moor Allerton Care Centre is a domiciliary care agency a complex of two houses called Rose Court and Yew Tree Court. It provides a service to older adults. Not everyone using Moor Allerton Care Centre services receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’. Where they do we also take into account any wider social care provided. At the time of our inspection, 40 people were using the service.

There was a registered manager at the service. 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.

Some people who used the service did not have capacity to make decisions. We found not all people had a completed mental capacity assessment in place when this was required. The registered manager had not received training on how to complete the assessment forms. We recommended the provider research the Mental Capacity Act 2005 to ensure best practice.

People were protected from avoidable harm and abuse. There was a safeguarding and whistleblowing policy which staff followed.

Accident and incidents were managed effectively and actions taken to avoid re occurrences. Risk assessments were in place to keep people safe and reviewed regularly.

Staffing levels were sufficient to meet people’s needs and robust systems were in place to recruit new staff. Staff received training to ensure they can meet people’s needs and completed regular updates. Staff told us they felt supported and had regular supervisions and annual appraisals.

Medicines were managed safely and protocols were in place for when ‘as required’ medicines were administered. Staff followed the provider’s policy that ensured people always received their medicines and this was recorded.

People living in the home had positive relationships with the staff. They told us staff were kind and caring.

Care plans were person centred and individualised to meet people’s needs. People’s privacy and dignity was respected by staff and people were involved with their care planning. People using the service were given explanations by staff about their care and encouraged to be independent.

People were offered choices about their care and there was useful contacts available for advocacy services should people wish to have further support to help them make decisions.

People were supported with their nutritional needs and health care professionals were involved in peoples care when needed.

Complaints were managed effectively and people and staff told us they felt confident to raise any concerns and that they would be managed promptly. The provider had also received a number of compliments.

There was a registered manager in post who was visible and people knew who they were.

The provider had developed strong community links which gave people options of activities, access to places and reduced social isolation.

Surveys were provided to people, to gather their views of the service. The quality of care was monitored through governance systems and audits which highlighted where improvements were needed.

Inspection carried out on 8 October 2015

During a routine inspection

This inspection took place on 8 October 2015 and was unannounced. At the last inspection in September 2013 we found the provider was meeting the regulations we looked at.

Moor Allerton Care Centre provides support with personal care to people living in an extra care housing complex. There are two sets of flats, Yew Tree Court and Rosewood Court. At the time of the inspection, the service had a registered manager. 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.

People we spoke with told us they were happy with the care they received and were complimentary about the staff who supported them. They told us the service was well managed. People felt involved with the service in a meaningful way, and communication with care workers and managers generally worked well. The service had a programme of activities which included trips out but some people felt the range of activities could improve.

People were involved in planning their care and, in the main, care and support needs were assessed and plans usually identified how care should be delivered. People’s care records clearly identified where people had capacity to make decisions about their care and support, and staff we spoke with understood that people needed to consent to care and were confident they were supported to make decisions.

People received assistance with meals and healthcare when required, however, they were not always protected against the risks associated with the administration, use and management of medicines.

People told us they felt safe. Staff understood how to keep people safe and told us any potential risks were identified. Staff felt well supported and received appropriate training. The registered manager was in the process of updating staff supervisions to ensure all staff received appropriate structured support.

Staff spoke positively about the management arrangements and told us they were happy working at the service. All staff had worked at the service for at least 18 months so were familiar with routines and people’s individual needs. Staff were sometimes very busy. The provider had reviewed the staffing arrangements and was increasing the number of care staff that worked on a morning. Safe recruitment practices were followed.

People we spoke with told us said they had no complaints and when they did raise any issues, they were dealt with quickly and appropriately. The provider had systems in place to monitor the quality and safety of the service.

We found a breach of the Health and Social Care Act 2008 (Regulated Activities) regulations 2014. You can see the action we have told the provider to take at the end of this report.

Inspection carried out on 30 September 2013

During a routine inspection

We spoke with six people who used the service and they said they were happy with the care and support they received. They were complimentary about the staff who supported them and told us they were well looked after. One person said, �It�s a fantastic place. Staff are very friendly. There isn�t another place that will touch this.� Another person said, �We get the same staff over and over again so I know them all now.�

We spoke with two relatives who told us people received good care. One relative said, �It�s a really good set up. People have their own flat but the safety of having staff around. We�ve been very impressed.�

The provider had an effective system to regularly assess and monitor the quality of the service that people received. Staff we spoke with said managers were in regular contact and checked everything was in place. One member of staff said, "We have a really good management team and they address things promptly."

Appropriate arrangements were in place for managing medicines. Staff had completed medication training which equipped them with the knowledge and skills to administer medicines safely. People were cared for, or supported by, suitably qualified, skilled and experienced staff.

Inspection carried out on 3 September 2012

During an inspection to make sure that the improvements required had been made

We spoke with nine people who told us they were satisfied with the care and support they received. They made the following comments:

�Its brilliant here and I do as I please. The staff are always checking that everything is ok and make sure I�ve got what I need.�

�The staff say what the options are but don�t ever press you into anything.�

�My social life has never been as good.�

�You can�t beat it. I would never want to be anywhere else.�

�It works so well. I can still close my front door and staff are at hand when I need them.

�They ask you about entering accommodation. With me they knock and wait for me to answer the door.�

�Staff are very friendly, polite and very caring.�

�We are well looked after. They do what they can to make sure they get it right.�

�I�m very happy here. The staff are nice, the residents are nice and I was made very welcome. My experience here has been very good.�

�My family know the staff and are very reassured. It�s been the best thing for me.�

�They answer all calls quickly through the intercom and if you want assistance then they will come straightaway.�

�Sometimes they�re busy but not too busy.�

�If anything goes wrong they come and see you and soon sort it out.�

�The staff take time and will listen if you want to talk.�

�The manager sets up a surgery and tells us to call in if we want to discuss anything.�

�At my review they checked if anything had changed and if I was happy with everything.�

We spoke with five staff and the assistant manager and they all said people received good care and their needs were appropriately met. They told us people�s rights were respected and good systems were in place to make sure people�s privacy, dignity, and independence were promoted.

Inspection carried out on 28 March 2012

During an inspection in response to concerns

People we spoke with told us that they were happy with the care they recieved and felt safe.

We spoke with six people using the service over the course of the visit, One person told us "It's lovely here, I go out whenever I want."

Several people were observed sitting out on the patio, one of them was very complementary about the staff and told us "Its very good here I feel safe and the manager has meetings if you have any concerns or you can just go and talk to her."

People that we spoke with told us that there was a survey that they completed about the home and the manager put the results on the notice board.

The survey had the following comments; "Very satisfied, well run and pleasant atmosphere"; "All the staff treat me with respect and never make me feel like anything is too much" and "New carers need more support in getting to know the needs of individual residents."

Inspection carried out on 15 February and 7 March 2011

During a routine inspection

People who use the service and their relatives were satisfied with the service they receive. They said their health needs were responded to well by the agency. They also said staff were respectful and involved them in any decisions about their care. Comments included:

�Respond quickly when you need them�

�Staff reassure and prompt Mum well regarding her dementia problems�.

As the service is an extra care housing scheme there is an on site caf� facility. People said they enjoyed having this. Their comments included:

�Food at the caf� is good, plenty of choice, have general meetings where we discuss food choices�

�Good food at the caf�, nice choice�.

People who use the service said they feel safe and would feel comfortable discussing concerns with staff and the manager of the agency. One person said, �Gives me such peace of mind to know Mum is happy and safe�

People who use the service and their relatives said staff maintain a clean environment and wear appropriate clothing when they are working in their home. One said, �Manage her personal care well, always use gloves and aprons�.

People who use the service said they received good support in managing their medication. One person said, �They give Mum her medication, when there was a problem in her not taking it, they listened to me and changed the care plan so that they now stay with her until she has taken it. �

People who use the service and their relatives spoke highly of the staff. Their comments included:

�Very nice staff, always enough of them�

�Some carers are better than others but overall I am satisfied with them all�

People who use the service and their relatives also said that staff were well trained to meet people�s needs. One said, �Staff are very �genned �up on dementia and understanding it, very good in their communication with Mum.� Another said, �Staff are kind and caring and seem well trained�.

People who use the service and their relatives said the manager and care workers check that that they are happy with the care they are receiving. People said they had completed satisfaction surveys.

Other comments included:

�The manager is always around, talk to her most days, she�s lovely�

�The manager occasionally pops in to see if everything is alright�

�I speak to the manager daily, she always asks if everything�s alright for me and Mum�.

People who use the service and their relatives said staff and management are very good at listening to them, and any comments are taken seriously.