Lake View Manor

Updated 16 June 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the registered provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This unannounced inspection took place on the 11 and 13 April 2018. The inspection team on day one comprised of one inspector and one expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. Day two was completed by one inspector.

Before the inspection we contacted the local authority commissioning and safeguarding teams to gain their views on the service. There were no outstanding concerns from any of these services. We also looked at notifications about significant events that the provider was required by law to inform us about. The provider had completed a Provider Information Return (PIR). This is a document that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the information provided in the PIR and used this to help inform our inspection.

During the inspection we observed staff interacting with people who used the service and the level of support provided to people throughout the days, including meal times. We spoke with four people who used the service and three visitors. We spoke with the provider who is also the registered manager, the care manager, five care staff, two ancillary staff and two visiting health and social care professionals from a local falls team and advocacy service.

We looked at three people's care plans along with the associated risk assessments, and ten people’s medicine administration records (MARs). We looked at a selection of documentation relating to the management and running of the service. This included audits, policies and procedures, complaints management, recruitment information for three members of staff including induction and training records. We completed a walk around the premises to check general maintenance as well as the cleanliness and infection control practices.

After the inspection we received information from a dietetic practitioner and a senior community nurse.

Updated 16 June 2018

This was an unannounced inspection which took place on the 11 and 13 April 2018.

At our last inspection we rated the service Good overall. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

We found the service had improved their rating to Outstanding in the key question: Is the service responsive? by demonstrating they provided highly flexible support that was tailored to meet people's individual needs and preferences.

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

The service accommodates a maximum of 26 older people, some of whom may be living with dementia. It is located in Pearson Park, a residential area to the north of the city of Hull. At the time of our inspection 23 people were living at the service.

The service had a registered manager who is also the registered provider. 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.

People received care and support that was extremely responsive to their individual needs and preferences. The staff were motivated and committed to provide people with personalised experiences.

Staff worked collaboratively with other professionals to ensure people received care that enabled them to live as full a life as possible, particularly where their skills had deteriorated. A healthcare professional spoke highly of the service provided.

We saw examples where staff and the management had gone that extra mile to support people to grow in confidence and regain as much independence as possible.

The registered manager and staff looked for original ways to ensure people's needs were met, which ensured any obstacles were overcome when possible. The management team and staff were very proud of the support they provided and the positive outcomes that people had achieved.

People felt safe at the service and staff and the registered manager were aware of their responsibilities for ensuring that people were kept safe. Risks were assessed and managed. Staffing was suitable to meet the needs of people who used the service. Medicines were managed safely.

A suitable system for staff recruitment, induction and training was in place. This enabled the staff to support people effectively and safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The environment was warm, clean and comfortable on the days we visited. Suitable equipment was in place to support people with their mobility.

We observed patient and kind support being provided. Staff knew people and their visitors very well.

Effective quality assurance audits were in place to monitor the service. The service regularly sought feedback from the people who lived there, their visitors, staff and other professionals. Staff had supervision and were invited to team meetings.