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Inspection Summary

Overall summary & rating


Updated 5 December 2017

The inspection took place on 25 and 29 September 2017 and was unannounced on the first day.

Manor Court is a residential service providing care without nursing. Nursing services are provided by the community nursing teams. Residential care is provided for up to 37 older people, some living with dementia. On the day we inspected, 36 people were living at the service. High quality accommodation and facilities were provided. Each person had their own room with a kitchenette and ensuite bathroom facilities.

At the last inspection in June 2015, the service was rated Good. At this inspection we found under the leadership of a new registered manager the service had continued to develop and improve and we have rated the well-led and caring section as Outstanding.

The service had a new registered manager in post. 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.

The service was exceptionally well-led. The registered manager led a visible, committed, caring team to provide excellent, holistic care. There was a focus on continuous improvement to enhance people’s lives. New research initiatives in dementia care were being continually implemented for the benefit of people for example programmes such as Anchor Inspires, Oomph! and the Archie Project. These supported people to remain mentally and physically active.

People, relatives and professionals described the provider and management team in a particularly positive way. During the inspection, people and staff were relaxed, and there was a calm, quiet atmosphere. We observed staff chatting with people and making them feel special. Everybody had a clear role within the service.

People’s voices were listened to and ideas implemented for example a special black tie evening had been held with old style card games for the gentlemen. Staff were confident to speak out and ask for anything they needed to deliver high quality care for example additional training or new equipment. We were told the registered manager, deputy and staff were a role model to others. This had led to a change in culture at the service over the past 12 months. Everyone we spoke with told us the leadership team were supportive and approachable. This had resulted in high staff morale and high satisfaction amongst people and families. Staff talked positively about their jobs and their love of the people living in the home. All staff we spoke with were proud of the excellent care people received. Staff told us it met the “Mum Test.” The provider’s district manager supported the service and registered managers.

Feedback we received about end of life care was exceptional. Countless letters from families described how compassionate staff supported people and their families throughout the whole process. Families were able to stay at the service during someone’s last days and staff did all they could to meet people’s final wishes.

Staff exhibited an exceptionally kind and compassionate attitude towards people. Staff were mindful of equality and diversity and respected people. Positive, caring relationships had been developed and practice was person focused and not task led. Staff had appreciation of how to respect people’s individual needs around their privacy and dignity and individual behaviours. Feedback we received from people, relatives and professionals was excellent.

People’s risks were managed well and monitored. Positive risk taking was encouraged to support people’s independence. The environment supported people living with dementia with spacious lounges, visual stimulation and dementia friendly lifts. People were promoted and encouraged to live full and active lives and we observed many enjoy an exercise session. An old styl

Inspection areas



Updated 5 December 2017

The service remained safe.

People�s risks were identified and managed in ways that enabled people to make choices and be as independent as they could be.

There were sufficient numbers of suitable staff to help keep people safe and meet their individual needs.

People received their medicines when they needed them. These were managed and administered by staff that were competent to do so.

People were protected from abuse and avoidable harm.

People were cared for in a clean and hygienic environment.



Updated 5 December 2017

The service remained effective.

There was a regular, planned maintenance plan in place to ensure the design, d�cor and adaption of the service met people�s needs.

Staff received a comprehensive induction and on-going training to make sure they had the skills and knowledge to provide effective care to people.

People were supported by staff who knew how to ensure their legal and human rights were protected.

People received the support they needed to maintain their nutrition and hydration, and ensure their health needs were met.



Updated 5 December 2017

The service was exceptionally caring.

People were consistently treated with respect, compassion and kindness. Staff were kind, patient and professional and treated people with dignity and respect.

People were supported by staff that had an enhanced knowledge and understanding of their holistic needs. Staff were committed to promoting people�s independence and supporting them to make choices.

There was an ethos of involving and listening to people who used the service.



Updated 5 December 2017

The service was responsive.

People received care and support in accordance with their needs and preferences.

Care plans were reviewed with people to ensure they reflected their current needs.

People enjoyed a variety of individual and group activities.

The service had an effective and thorough process for managing complaints which people told us they would feel confident to use.



Updated 5 December 2017

The service was exceptionally well-led.

The provider and registered manager had a clear vision, strong values and there was a commitment across all staff to deliver high quality care.

The provider used research and best practice to enhance care.

The provider had done exceptionally well in a range of management, health and safety and care awards. In 2016 they were voted the best place to work by the Sunday Times.

There were robust, frequent quality assurance processes in place which monitored the quality and safety of the service provided to people.

The culture in the organisation was open with a range of ways for people and staff to contribute to the service and express their views.

People were supported by a motivated and dedicated team of management and staff.

The staffing structure gave clear lines of accountability and responsibility and staff received good support.