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Inspection carried out on 7 January 2020

During a routine inspection

About the service

Hanford Manor is a residential care home providing personal and nursing care to up to 31 people aged 65 and over. The accommodation is provided in a single building, arranged over two floors, with communal facilities including two lounges, a dining room with café area, roof terrace and secure garden. At the time of our inspection, 30 people were using the service, some of whom were living with dementia.

People’s experience of using this service and what we found

The provider’s quality assurance systems needed to be developed to ensure they were applied consistently and monitored all aspects of the service, to assure us that appropriate action was always taken.

People felt safe and were protected from the risk of harm by staff who understood their responsibilities to identify and report any signs of potential abuse. Any concerns were taken seriously, investigated thoroughly and lessons learned shared with staff to minimise the risk of reoccurrence.

Risks associated with people's care were identified and managed safely. People received their medicines as prescribed and regular reviews ensured they remained safe for them. Staff were proactive and ensured people received timely and dignified care at the end of their life.

There were enough, suitably recruited staff to meet people’s needs. Staff received training and ongoing support to meet people’s individual needs. Staff worked closely with health and social care professionals, who were positive about the care and support people received.

The registered manager and staff promoted a kind and caring, inclusive atmosphere. People told us the staff always respected their privacy and dignity and provided care in their preferred way. People were supported to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported to access activities that were inclusive and based on their interests and benefited from close links with the local community. Staff used social media appropriately to help widen people’s interests and opportunities for friendship. People had choice over their meals and were supported to access other professionals to maintain good health.

People and their relatives had no complaints but felt confident any issues raised would be resolved. There were systems in place to capture people’s views on how the service could be improved and these were acted on. Staff felt supported and valued by the management team.

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

Rating at last inspection

The last rating for this service was Good (published 8 August 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 re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 4 July 2017

During a routine inspection

We inspected Hanford Manor on 4 July 2017 and it was unannounced. Hanford Manor provides accommodation and personal care for up to 25 people, some of whom are living with dementia. There were 25 people living at the service when we visited, although one person was in hospital. The provider had applied to increase the number of people they could support and they were informed during the inspection that this was successful and they were now registered for 31 people.

The service had a registered manager. 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 registered manager was absent from the service at the time of the inspection. They had notified us of this and of the arrangements that they had put in place for the interim period. This included the deputy manager taking on the manager’s post, with support systems in place. For the purposes of this report we will refer to this person as the manager.

This was Hanford Manor’s first inspection under this provider. We found that staff received training and support to enable them to fulfil their role effectively and were encouraged to develop their skills. They understood their responsibilities to detect and report abuse. People told us that there were enough staff to meet their needs and that they felt safe. They were supported to maintain good health and had regular access to healthcare professionals. Their care plans were regularly reviewed to correspond with changing support needs and they were personalised and accessible. People consented to their care and if they were unable to do this, then appropriate capacity assessments were made and decisions were made in their best interest.

Risk was assessed, actions were put in place to reduce it and their effectiveness was reviewed. Medicines were administered as prescribed and they were stored safely. There were quality improvement systems which included audits, developing the staff team and responding to feedback from people and their families.

Staff developed caring relationships with the people they supported which were respectful and patient. They knew people well and provided care that met their preferences. People’s privacy and dignity were maintained at all times.

Mealtimes were not rushed and people were given a choice of meal. We saw that food and drink was regularly provided and records were maintained for people who were nutritionally at risk.

People were encouraged to pursue interests and hobbies and regular activities were planned. Visitors were welcomed at any time. People knew the manager and felt confident that any concerns they raised would be resolved promptly.