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The Manor House Whickham Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 3 September 2019

About the service

The Manor House Whickham accommodates up to 74 people with residential and nursing care needs in a purpose-built building. 73 people were using the service at the time of the inspection. Some of the people were living with a dementia type illness.

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

Without exception all people and family members were extremely positive about the caring nature of the service provided. They told us staff were “sensitive” and made people feel “special”. There were numerous examples where people described staff consistently acting in caring ways above and beyond their role. Staff demonstrated empathy and a real understanding of people’s needs.

Respect for diversity was evidenced in the home and people were supported with their religious or spiritual needs. Promoting independence was thoroughly embedded into the service.

People and family members told us the service was extremely person-centred and welcoming. Staff were highly motivated and told us that the leadership of the service was exceptional. There were consistently high levels of constructive engagement with people, family members and staff. People and staff were empowered to make decisions and contribute to the running of the home.

There was a strong emphasis on continuous improvement and the service incorporated best practice guidance. The service had forged and maintained excellent links with health and social care professionals and the local community. These had a demonstrably positive impact on the emotional wellbeing of people using the service and also meant the local community became more a part of the service. This was exceptional.

Risks were well managed. The provider learned from previous accidents and incidents to reduce future risks. The registered manager understood their responsibilities about safeguarding and staff had been appropriately trained. Arrangements were in place for the safe administration of medicines.

There were enough staff on duty to meet the needs of people. The provider had an effective recruitment and selection procedure and carried out relevant vetting checks when they employed staff. Staff were suitably trained and received regular supervisions and appraisals.

People’s needs were assessed before they started using the service. 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.

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 11 January 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 areas

Safe

Good

Updated 3 September 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 3 September 2019

The service was effective.

Details are in our effective findings below.

Caring

Outstanding

Updated 3 September 2019

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Good

Updated 3 September 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 3 September 2019

The service was exceptionally well-led.

Details are in our well-led findings below.