The Manor Care Home

Updated 3 March 2026

Dates of assessment: 16 and 18 March 2026.The Manor Care Home is a care home with nursing providing support to older people, people living with dementia, physical disabilities, and sensory impairments. At the time of assessment, 28 people were using the service. The service was operating under a new provider and had not yet been assessed using the current assessment methodology. We found the provider was in breach of legal regulations relating to the management of medicines, recruitment, and good governance. We discussed the issues and discrepancies we identified with the management team. They began making changes and improvements during the assessment. The provider did not always operate effective assurance systems and governance processes across all levels of the service. This included weaknesses in risk monitoring records for people and in aspects of environmental safety and suitability. As a result, people were at risk of harm and were not always receiving the care they needed. The provider did not always ensure the safe and proper management of medicines or recruitment processes. Not all staff had received the training needed to ensure they had up‑to‑date knowledge and skills. Records relating to people’s care and treatment, risk mitigation, and decision‑making were not always clear, complete, or accurate. The provider needed to make improvements to ensure the environment was developed to meet the needs of people living with dementia. The management team also needed to review and improve staff deployment to ensure people’s needs were met consistently and in a timely way. Not all people had access to meaningful activities or opportunities to pursue their interests in the local community. The provider did not demonstrate effective governance arrangements to ensure records relating to the duty of candour were consistently maintained. The duty of candour is a legal requirement for health and social care providers to be open and transparent with people receiving care. We found the provider had not always notified us and the local authority of notifiable incidents in a timely manner. We have asked the provider to submit an action plan in response to the concerns identified at this assessment.

Despite these concerns, we found the manager promoted an inclusive, caring, and compassionate culture within the service. They demonstrated clear dedication and were respected by people, relatives, and staff. Staff told us they felt well supported and that everyone worked together to provide a good service for people. Relatives were involved in reviewing and planning the care of their family members. People’s views and decisions were listened to and taken into account. The provider and manager worked together to minimise the risks of a closed culture, supporting an approach based on transparency, respect, and a positive service culture. Staff were encouraged to be involved in the development and continuous improvement of the service. The manager was visible within the service and led by example.Staff understood how to protect people from abuse and how to report concerns, incidents, and allegations. They felt confident that issues would be managed appropriately by the provider and manager. Staff followed infection prevention and control practices to reduce the risk of infection during care delivery. They supported people to access health and social care professionals to promote positive outcomes. People’s rights to privacy and dignity were respected.

Updated 3 March 2026

We received positive feedback from people and relatives about their experience using the service. People were supported by staff who knew them well and understood how to meet their needs appropriately. People were supported to access healthcare services to maintain their wellbeing as and when needed. People and relatives were kept informed about people’s health and welfare. People and relatives agreed that the staff cared for them safely. Most people were happy with the management of the service and knew they could speak to the staff or the managers if they had any problems they wanted to raise. They described having good communication and positive relationships with both staff and management teams. The staff promoted people’s independence and involved them and their families in decisions about their care. People and relatives said staff were kind, caring and respectful. They said, “[Staff] are experts in their own field, so I give them a certain amount of respect as [staff] do me” and “[Staff] are lovely”. People’s nutritional and hydration needs were supported by staff. However, while people and relatives expressed general satisfaction with their care and treatment, our assessment identified that some aspects of care and support did not always meet the expected standards.