Archived: Hilbre Manor EMI Residential Care Home

Updated 26 February 2025

Date of assessment 1 April 2025 to 24 April 2025. This assessment was in response to concerns raised with the Care Quality Commission. Hilbre Manor is a ‘care home’ which provides accommodation and personal care as a single package under one contractual agreement. The service is a 15 bedded EMI residential care home consisting of 11 single rooms and 2 double rooms. During day 1 of the assessment there were 14 people residing there and on day 2 it was at full capacity with 15 people residing at the home. During the assessment we looked at all 5 Key questions.

The provider was in breach of regulations relating to person centred care, safe care and treatment and good governance.

We found the service was not following the principles of the Mental Capacity Act 2005. There was no evidence all practical steps had been taken to ensure decisions were made in the person best interest.

Care plans were not detailed and lacked guidance to ensure staff supported people safely. Care plans did not promote independence or capture peoples preferences or choice.

People and their families were not always provided with the opportunity to provide feedback to drive improvements within the service. Relatives told us they had not attended any meetings to share information however all residents said they would know who to speak to if they needed to raise any concerns.

There were gaps in staffs training, and we were not provided with one staff members training record, so we were not assured staff had the skills, knowledge and experience to support people safely.

We observed positive interactions between permanent staff and people who lived at the service.

There were mixed views from staff in relation to the support provided by the registered manager who is also the nominated individual. Whilst some staff felt supported others did not feel listened to. Due to CCTV in the building some staff did not feel comfortable in speaking to CQC to provide feedback at the service

Governance and quality systems were not effective to assess and monitor the care and treatment provided within Hilbre Manor Care home.In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.

Updated 26 February 2025

There were mixed views in relation to the support people received. Relatives spoke highly of the staff and the support their loved ones received. Some people could not directly tell us about their experience. We observed care and support being provided, permanent staff knew people well and engaged with them positively talking about things which were important to them. We observed some people left waiting for support due to staffing levels. Most people or relatives we spoke with said they were unaware of the care planning process and had not contributed to or reviewed their care plans. Relatives told us they were not provided with the opportunity to feedback on the care their loved one received but would complain if needed. Some people did not have the capacity to make specific decisions, for these people their relatives told us they had not been involved in decision making. They did however not raise any concerns.