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Inspection Summary

Overall summary & rating


Updated 6 December 2017

The inspection took place on 13 July 2017. We gave 48 hours’ notice of our intention to visit Manston Court to make sure people we needed to speak with were available.

Nestor Primecare Services Limited (also known as Allied Healthcare) provides personal care services for people living in an extra care housing scheme at Manston Court. The management of the building and facilities is not the responsibility of Nestor Primecare Services Limited. The building contains self-contained flats with some shared facilities. Nestor Primecare Services Limited has an office in the building from which they manage their service. At the time of our inspection there were 48 people receiving personal care and support. These included people living with dementia, people with a learning disability or physical disability and people recovering from a stroke.

This was the first inspection since Nestor Primecare Services Limited took over responsibility for the regulated activity of personal care at Manston Court.

There was a registered manager in post, although they were temporarily not available at the time of our inspection. 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. We spoke with the provider’s site manager and the registered manager’s stand-in.

The provider had arrangements in place to protect people from risks to their safety and welfare, including the risks of avoidable harm and abuse. Staffing levels were sufficient to support people safely. Recruitment processes were in place to make sure the provider only employed workers who were suitable to work in a care setting. There were arrangements in place to store medicines safely and administer them safely and in accordance with people’s preferences.

Staff received appropriate training and supervision to maintain and develop their skills and knowledge to support people according to their needs. Staff were aware of the legal protections in place to protect people who lacked mental capacity to make decisions about their care and support. Where required, people were supported to eat and drink enough to maintain their health and welfare. People were supported to access healthcare services, such as GPs and specialist nurses.

Care workers had developed caring relationships with the people they supported. People were encouraged to take part in decisions about their care and support and their views were listened to. Staff respected people’s independence, privacy, and dignity.

Care and support were based on assessments and plans which took into account people’s abilities, needs and preferences. The provider had a system in place to identify early signs of changes in people’s conditions or wellbeing.

The service had an open, empowering culture. Systems were in place to make sure the service was managed efficiently and to monitor, assess and improve the quality of service provided.

Inspection areas



Updated 6 December 2017

The service was safe.

People were protected against risks to their safety and wellbeing, including the risks of abuse and avoidable harm.

The provider employed sufficient staff and carried out recruitment checks to make sure workers were suitable for work in a care setting.

Processes were in place to make sure medicines were administered and stored safely.



Updated 6 December 2017

The service was effective.

Staff were supported by training and supervision to care for people according to their needs

Staff were guided by the Mental Capacity Act 2005 where people lacked capacity to make decisions.

People were supported to maintain a healthy diet and had access to other healthcare services when required.



Updated 6 December 2017

The service was caring.

People had developed caring relationships with their care workers.

People were able to participate in decisions affecting their care and support.

People’s independence, privacy and dignity were respected.



Updated 6 December 2017

The service was responsive.

People’s care and support met their needs, took account of their preferences and reflected changes in their needs.

There was a complaints procedure in place, and complaints were dealt with professionally.



Updated 6 December 2017

The service was well led.

A management system and processes to monitor and assess the quality of service provided were in place and operated effectively.

There was an open, empowering culture in which people were treated as individuals and could speak up about their care and support.