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Inspection carried out on 7 May 2019

During a routine inspection

About the service

Shipdham Manor is a residential care home providing personal care and accommodation in an adapted building over two floors. At the time of the inspection there were 41 people living within the home, many of whom were living with dementia.

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

People using the service and their relatives was unanimously complimentary about the care and life within Shipdham Manor. All the people we spoke with felt safe and recommended the service.

Staff were aware of how to safeguard people from potential abuse. Systems were in place to ensure risks were suitably assessed and mitigated for. The provider had robust recruitment procedures and had ample staff to ensure people felt safe and well cared for. The provider was thorough when reviewing incidents to ensure appropriate lessons were learnt.

People’s health and well-being were well supported and monitored. People received their medicines when they should and were enabled to access healthcare whenever required. People’s nutritional intake was well supported. Staff were well trained and understood the individual care needs and preferences of people living in the service. The home compromised of an old manor house with a purpose-built extension. It was well adapted and dementia friendly, with a variety of accessible communal spaces and garden. There were some aspects of the home that required updating but the home already had an action plan to address these issues.

All the people we spoke with were very complimentary about the kindness of staff. We observed warm and compassionate care which demonstrated strong relationships and understanding of people’s needs and preferences. People’s privacy and independence were promoted. Staff had time to spend with people and were not rushed when providing support. People were regularly asked for feedback on the care and support they received. 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 had individualised care plans which supported greater understanding of the person’s life and preferences. There was a wide range of activities which promoted health and well-being. These included regular sessions in exercise, arts and crafts, music, pet therapies and outings. The provider was pro-active in seeking and responding to any concerns or complaints people may have had about the service. The provider was accredited with a nationally recognised scheme which promoted quality end of life care. People had been consulted regarding their end of life care wishes when appropriate.

The feedback from both staff and people using the service regarding the registered manager was unanimously positive. The registered manager was seen to be accessible, compassionate and knowledgeable. There were good quality assurance systems in place and people were regularly consulted on the quality of care provided. Staff were provided with appropriate support and career progression encouraged. The team spirit was strong and staff retention was consequently high. The provider was proactive in encouraging best practice and considering service development.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was ‘Good’ (published 31 October 2016)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 10 October 2016

During a routine inspection

This inspection was unannounced and took place on 10 October 2016.

Shipdham Manor is a service that provides accommodation and personal care for up to 42 people. On the day of our inspection, there were 41 people living within the home, most of whom were living with dementia.

There was a registered manager employed at the home. 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 home is run.

People were cared for by kind and caring staff who listened to people, made them feel valued and treated them as individuals. There were enough well trained staff to provide people with the care they needed.

The equipment that people used had been well maintained and people received their medicines when they needed them. Risks to people’s safety had been assessed and actions taken to reduce any risks that had been identified.

People had access to plenty of food and drink to meet their individual needs. Advice from other healthcare professionals was sought and acted upon when any concerns about people’s health had been identified.

The staff requested people’s consent before they provided them with care. Where people were not able to give consent, the staff made sure that any decisions they made on their behalf were taken in the person’s best interests.

There was an open culture where people, relatives and the staff felt able to raise concerns without any hesitation. The registered manager and senior staff demonstrated good leadership and the staff worked well as a team to deliver good quality care.

Systems were in place to make sure that the care being provided was safe and of good quality. The registered manager and the staff were pro-active in trying to improve the quality of care that was being provided to the people who lived at Shipdham Manor.

Inspection carried out on 16 July 2013

During a routine inspection

We spoke with people who lived at the home and relatives who told us that staff consulted them and respected and acted on the decisions they made about the care and support they agreed to.

Our observations showed us that staff members were responsive to the needs of people and that they were given the support and attention they needed. We saw that people had a positive experience of being included in conversations, decision making and activities.

We found that plans of care contained the information staff members needed to ensure that the health and safety of people was promoted and protected.

People spoken with and their relatives told us that people were provided with the care and support they needed and that staff were excellent and very kind.

Medication was administered, recorded and stored accurately and safely.

Staff members were well led, trained and supported to provide an appropriate standard of care and support through effective management, supervision and staff team meetings.

Quality audits were being carried out to ensure the views of people were gathered on the quality of the service provided, that people were safe and that policies and procedures were being followed.

Reports under our old system of regulation (including those from before CQC was created)