The Manor Cottage

Updated 28 May 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

The Manor Cottage is a ‘care home’. People in care homes receive accommodation and personal care and/or nursing care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

Before the inspection we reviewed information we had received about the service since the last inspection. This information included the statutory notifications that the provider had sent to CQC. A notification is information about important events, which the service is required to send us by law. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used this information to plan our inspection.

During the inspection

We spoke with five people individually, six members of staff, as well as the registered manager and area manager. We looked at three people's care records, together with other records relating to their care and the running of the service. Four relatives sent us an email to tell us their thoughts about the service. The provider also wrote to us because they were unable to join us on the day.

Updated 28 May 2020

About the service

The Manor Cottage is a care home that provides personal care for up to 27 older people. The service is provided in accommodation over three floors. At the time of the inspection, 24 people were living at the home.

People's experience of using this service

The service was safe and risks to people were managed well. One relative told us, “The staff are amazing and should be proud of what they do to make residents and family feel so well looked after and safe”. Staff knew how to protect people from harm and had received safeguarding training. There were enough staff employed to help keep people safe and to meet their needs. Recruitment practices were safe and relevant checks were completed before staff started work at the service. There were systems in place to ensure medicines were managed safely. Staff followed the providers infection control policy and procedure to limit the risks of cross infection.

The service was effective in meeting people’s needs. Staff received regular supervision and support. The training programme equipped staff with essential skills and knowledge. Arrangements were made for people to see a GP and other healthcare professionals when they needed to do so. People were supported to have maximum choice and control of the support they required. People received a healthy, balanced diet and their preferences were respected.

The service was exceptionally caring and put people at the heart of everything they did. One relative recently wrote, “I would like to say a massive thank you, you have shown so much care, compassion, dignity and love. A truly wonderful place with wonderful caring people”. We were introduced to people throughout our visit and they welcomed us. They were relaxed, comfortable and confident in their home. Staff had a very good awareness of individuals' needs and treated people in a warm and respectful manner. They were knowledgeable about people's lives before they started using the service. Every effort was made to enhance this knowledge so that people’s life experiences remained meaningful.

A responsive service was provided to meet people’s health and social needs. They received person-centred care and support. Regular monitoring and reviews meant that referrals had been made to appropriate health and social care professionals. The service supported people with end of life care with the support of other community health professionals. People were encouraged to make their views known and the service responded by making changes.

People benefitted from a service that was very well led. The provider, area manager, registered manager, and staff team maintained a clear focus on continually seeking to improve the service people received. The provider told us, “The registered manager has grown in confidence and to see this has been wonderful. She advocates for the residents and is always striving for more. This sheer grit and determination is what drives her to continuously improve not just the home, but the lives of everyone who lives and works at Manor Cottage”. Everyone demonstrated strong values and, a desire to learn about and implement best practice throughout the service. Quality assurance systems were in place and based upon regular, scheduled audits, which identified any action required to make improvements. This meant the quality of service people received was monitored on a regular basis and, where shortfalls were identified they were acted upon.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at the last inspection

The last rating for this service was Good (published July 2017).

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 inspection programme. If we receive any concerning information we may inspect sooner.