Archived: Manor Gardens

During the inspection we looked at consent to care and treatment, care and welfare, safeguarding, requirements relating to workers and quality assurance.

This is a summary of what we found, using evidence obtained via observations, speaking with staff, speaking with people who used the service and their families, and looking at records:

Is the service caring?

We saw staff interacting with people respectfully. Care records included evidence of individual needs and abilities being noted and choices accommodated where possible.

We spoke with two people who used the service. One person told us, 'It's a lovely place and the staff are brilliant, they go that extra mile'. Another said, 'I have never been as happy. I can't praise the carers enough at this place. Every one of them treats you with courtesy and such respect. I have no complaints'.

We spoke with the relative of a person living within the service. They commented, 'It's a five star hotel. Staff are great and look after my X well and communication is good'.

Is the service responsive?

People received an assessment of need prior to moving in to the service. People's mental capacity was taken into consideration with regard to decision making and care was taken to ensure decisions were made in the person's best interests. Some staff had undertaken MCA training and further sessions were planned for other staff members.

There was evidence within the care records that the service responded to people's changing needs and updated the support plans appropriately.

Is the service safe?

Risk assessments were in place in the care records, along with clear guidance for staff to follow. These risk assessments were reviewed and updated regularly to ensure people's needs were met safely.

Fire alarms were tested on a weekly basis and fire drills carried out regularly. People had individual personal emergency evacuation plans and there was guidance for staff on emergency procedures.

Staff were aware of the safeguarding policies and guidance. Safeguarding concerns had been reported and followed up appropriately to help ensure people's safety within the service.

Staff were recruited safely as the service had measures in place to ensure they were entitled to work in this country, references were taken up and DBS checks undertaken. A thorough induction process was undertaken prior to employees commencing independent working.

Is the service effective?

There were a number of activities undertaken within the service, such as dominoes, crafts and therapy sessions.

We spoke with three staff members who demonstrated a good understanding of their roles and responsibilities.

Feedback from customer meetings and questionnaires indicated a good level of satisfaction.

Is the service well-led?

There was a registered manager in place who was appropriately registered with CQC.

There were regular supervision meetings between management and staff where individual issues and concerns were raised and addressed. Staff meetings were also held on a regular basis where more general concerns could be dealt with.

The quality assurance systems in evidence demonstrated a significant amount of monitoring, analysis and response to any shortfalls identified.

We had identified some concerns at our last inspection and the scheme had put improvement plans in place to address these issues. We found care planning and risk assessments were now managed in a more appropriate manner and updated as required.

We attended a residents meeting and found everyone was given the opportunity to have their say.

We found that medication training had been carried out with more diary dates to follow and that spot checks of staff involved in medication were now being carried out.

We found a robust audit process was in place to monitor the scheme and the opinions of people living in the scheme were sought via questionnaire on a quarterly basis and collated and shared with staff and people living there at relevant meetings.

People living within the scheme told us:

'We are fully involved as this is our home after all. We are not shy in telling staff what we want. Some of us have been here for four years and know what has been tried before so we share that with people'. 'The staff here are great. I've been treated very well since I've been here'. "I can't live at home it was difficult but here it is home from home just wish I had a few more visitors from my old life". "If I have had any problems they have always been swift sorted". "Staff remind me to do things like take my tablets I would forget if left to me".

Support was available 24 hours a day 7 days a week. This support was offered on an 'as required basis' some people require assistance with personal care, whilst others were totally independent and continue to work.

People told us: "It's worth being 55 to live here, when you get there you really should consider it". "The building is safe and new and the staff are about all the time if you need help".