Wyndham Manor Care Home

Updated 5 April 2025

Date of assessment: 16 April 2024 – 29 May 2025.

Wyndham Manor is a care home providing personal care and accommodation for up to 68 people. At the time of the inspection there were 40 people living in the home, some of whom were living with dementia.

We carried out the assessment because we had received concerns from the local authority and the provider themselves about people’s care and the management of the home. We found a breach of the legal regulation in relation to good governance.

We identified shortfalls in relation to record keeping and the management of medicines, nutrition and continence care. Lessons learned in relation to accidents and incidents, safeguarding allegations and complaints had not always been identified, analysed and shared with staff.

An effective system was not fully in place to ensure staff were trained and supported. Prior to our assessment, supervision and appraisal meetings had not been carried out as planned, and where they had been carried out, issues identified had not always been followed up. There were gaps and shortfalls in staff knowledge and skills in relation to areas such as catheter care, the Mental Capacity Act (2005) (MCA) and nutrition.

The provider had already identified many of the issues we found. They had introduced new recording and monitoring systems as well as a new electronic care management system. It was not possible to check how effective these new systems were, since they had just been introduced and were not yet embedded into practice. Training was being organised and a new supervision and appraisal planner had been implemented.

The registered manager was on leave at the time of our inspection. The deputy manager was providing management cover with support from the senior management team. The provider was strengthening management systems at the home and was recruiting an additional deputy manager.

Prior to our assessment, the provider had put a voluntary suspension on admissions to the home to allow improvements to be made and ensure people’s safety. The provider had contacted the local authority commissioning team about the voluntary suspension. The home is being supported by the local authority’s 'Quality Improvement Process' to implement the changes the provider had identified.

We will request an action plan and meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good.

Updated 5 April 2025

Whilst people and relatives spoke positively about the home, the shortfalls identified in relation to record keeping and the management of medicines, nutrition and continence, posed a risk to people's wellbeing.

An effective system was not fully in place to ensure people’s independence and choices were promoted in relation to food and drink. Care staff raised concerns that fruit and homemade fortified drinks were not always provided by kitchen staff on the tea trollies; this was confirmed by our own observations. They also said that portion sizes were not always suitable, cooked breakfasts were no longer provided and there was a lack of choice for those people on a modified textured diet. Following our visits to the home, senior management told us the menus had been reformulated and fortified drinks and meals were being provided.

There were sufficient staff deployed at the time of the assessment to meet people’s needs. This was confirmed by people and relatives. Agency staff were sometimes used. People and relatives said the permanent staff were knowledgeable about people's needs. They were not as positive about the skills of the agency staff. A person said, “The regulars are good, the others need telling.”

People’s social needs were met. A person told us, “I go down to the lounge for games and singers and quizzes and other things - I enjoy it.”

People and relatives spoke positively about the home. A person told us, “It’s brilliant here, I only came for a day and I said, ‘Can I stay here?’ That was 3 years ago! I have never had a problem.” A relative said, “When she recently came back from hospital, 1 of the regular carers came in and [Person] was excited and put her arms out for a hug which was nice to see, so I’m happy she is safe here.”