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Monkscroft Care Centre Outstanding

Inspection Summary

Overall summary & rating


Updated 5 July 2018

This inspection was completed on 21 and 22 May 2108 and was unannounced.

Monkscroft Care Centre is a ‘care home’. People in care homes receive accommodation and nursing or personal 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. Monkscroft Care Centre accommodates up to 80 people in one adapted building. There were 75 people at Monkscroft Care Centre at the time of the inspection. Monkscroft Care Centre is set over two floors and divided into four units known as households in the home. Each household has a small kitchen and adjacent dining room and a variety of lounges and quiet areas to sit in. Each household had access to a secured outside space. The home had a shop, cinema and hairdressers. People could also use the hobbies, music and sensory room.

There was a registered manager in post at the service. 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 of the Health and Social Care Act 2008 and associated Regulations about how the service is run

The previous inspection was completed in December 2015 and the service was rated Good overall. At this inspection the service is now Outstanding.

Risk assessments were updated to ensure people were supported in a safe manner and risks were minimised. Where people had suffered an accident, action had been taken to ensure the on-going safety of the person. There were sufficient staffing levels to ensure safe care and treatment.

Staff had received training appropriate to their role. Staff had received training around safeguarding and were confident to raise any concerns relating to potential abuse or neglect. The administration and management of medicines was safe. There were sufficient numbers of staff working at Monkscroft Care Centre. There was a robust recruitment process to ensure suitable staff were recruited.

People were supported to access health professionals when required. They could choose what they liked to eat and drink and were supported on a regular basis to participate in meaningful activities. People were supported in an individualised way that encouraged them to be as independent as possible.

People and their relatives were all positive about the care and support they received. They told us staff were exceptionally caring and kind and they felt safe living in the home. We observed staff supporting people in a caring and patient way. Staff knew people they supported well and were able to describe what they like to do and how they liked to be supported. People were supported sensitively with an emphasis on promoting their rights to privacy, dignity, choice and independence. Relatives told us they felt the home went above and beyond to ensure people had the best quality of life. We received no negative feedback. Staff told us there was an open culture and they enjoyed working at the home.

The service was highly responsive to people’s needs. Care plans were person centred to guide staff to provide consistent, high quality care and support. Specific focus was given to getting to know each person as an individual. There was an emphasis of what was important to them. People and their relatives were encouraged to give their views and raise any concerns through a range of feedback implemented by the provider. Daily records were detailed and provided evidence of person centred care.

The service was well led. Quality assurance checks were in place and identified actions to improve the service. Staff and relatives spoke positively about the management team. People’s and their relatives views were sought through regular meetings and questionnaires. People were actively involved in striving to improve the service.

Inspection areas



Updated 5 July 2018

The service was safe.

Medicine administration, recording and storage were safe.

People were safe from harm because staff reported any concerns and were aware of their responsibilities to keep people safe.

People were kept safe as risks had been identified and were well managed in a way which promoted independence.

There were sufficient staff with the time, skills and knowledge to meet the needs of people. There were robust recruitment procedures in place.



Updated 5 July 2018

The service was effective.

Staff received appropriate training and on-going support through regular meetings on a one to one basis with a team leader or the registered manager.

People received support to meet their healthcare needs. People were provided with a varied and healthy menu and food and drink that met their individual requirements.

Staff were aware of the principles of the Mental Capacity Act 2005 and people's rights were protected through the use of the Deprivation of Liberty Safeguards (DoLS).



Updated 5 July 2018

The service was outstandingly caring.

Creative methods of communication enabled people, no matter how complex their needs, to be involved in their care and support. People felt involved and empowered to learn and try new things.

People were able to test and try new opportunities to explore areas of independence they had previously not considered. The registered manager and staff were committed to providing the best possible care.

There were excellent relationships between staff and people with staff putting people at the centre of their care.

People were encouraged to be as independent as possible and maintained contact with family and friends. Relatives told us they were always welcomed into the home.

We received very positive feedback about the support provided from people, their relatives and visiting health professionals.



Updated 5 July 2018

The service was outstandingly responsive.

Staff delivered care in a person centred way and were clearly responsive to people's needs. People's care was kept under continual review and the service was flexible and responded to changing needs.

People were supported to follow their preferred routines and took part in meaningful activities. Relatives told us the activities were 'Outstanding'.

Specific focus was given to getting to know each person as an individual. There was emphasis on each person's identity and what was important to them. People were encouraged to give their views and raise any concerns through a range of feedback implemented by the provider.



Updated 5 July 2018

The service was well- led.

People and staff benefitted from clear, supportive leadership from the registered manager and provider.

A comprehensive range of audits monitored the quality of the service and the registered manager focussed on continual improvement.

There was a strong commitment to deliver a high standard of personalised care and continued improvement. The service was continually striving to improve, whilst always putting people at the heart of the service.