Archived: Manor House

We spoke with the registered manager, care staff on duty and other staff members such as the cook, activities and administrative staff members. We also spoke with 11 people that lived there and three relatives. Our conversations with people helped us to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? and, Is the service well led?

Below is a summary of what we found. The summary is based on our findings during the inspection, speaking with people that lived there, staff members supporting them and from looking at records.

The detailed evidence supporting our summary can be read in our full report.

Is the service safe?

All of the people spoken with told us that they felt safe living at the home. One person told us, 'I felt safe from the moment I moved here.' All of the relatives spoken with confirmed to us that they felt that their family member was safe there.

Safeguarding procedures were robust. All of the staff spoken with could identify to us types of abuse and what action they would take if they had a concern or a disclosure of abuse was made to them. All of the staff spoken with were also able to tell us that they knew how to whistle-blow to an external agency such as Social Services or the Care Quality Commission if needed. This meant that staff understood their role in protecting vulnerable adults from harm.

We saw that a poster was displayed in the home to remind staff of the action they should take if they had any concerns about vulnerable adult abuse. This meant that people were protected from the risk of harm.

There was a system in place to record accidents and incidents. Staff spoken with showed that they were aware of the reporting system. We saw that 22 accidents, incidents and near- misses were recorded for March 2014. We saw that the provider had taken appropriate action such as a referral being made to the 'falls-prevention' team for advice and guidance.

There was a system in place to handle concerns and complaints. The registered manager told us that one complaint had been received by the provider since our last inspection in September 2013. We saw that this was being investigated in a timely way.

The registered manager told us that five new staff were due to commence employment at the home once pre-employment checks had been received. This meant that the provider ensured that people employed were suitable to work with vulnerable adults.

Is the service effective?

We saw that the provider's information guide was displayed in the home and gave people information about the service.

People's care and support needs were assessed and their relatives were involved in their plan of care. People told us that they were asked and involved in planning their care and support. One relative told us, 'Staff always keep me informed about my family member.'

Health information was detailed so that staff had the information they needed to support people safely.

Is the service caring?

People we spoke with told us that they thought staff were kind and caring. One person told us, "The staff are very kind. Sometimes I get worried and they reassure me.' One relative told us, 'Whenever I have visited, I have never seen anything to concern me. The staff cannot do enough to help people that live there. For my family member, I would like them to try to encourage independence a bit more, but I cannot fault the caring attitude.'

People that lived there and their relatives were asked for feedback about the service. Resident and relative meetings took place so that feedback could be gathered.

Is the service responsive?

All of the people spoken with told us they had no concerns or complaints. One person told us, "I'm happy here. I think me needs are met."

Is the service well led?

We saw documented evidence that showed that the provider worked with other

health-care professionals and made referrals for advice and guidance when needed. Records sampled showed that advice was shared by the registered manager with staff so that people's needs for example were met. This meant that there was effective leadership.

The service had a quality assurance system. Records looked at showed that the registered manager identified areas that needed improvement and we saw that action was taken when needed.

Staff spoken with were clear about their roles and responsibilities. This helped to ensure that people received a good quality service at all times.

People were involved in their care and were encouraged to do things for themselves as far as possible. One person told us, "I have a spacious room and have a kettle so I can make myself a hot drink when I want one."

Care plans were personalised and had the information staff needed to meet people's identified needs. Risk assessments were in place but some were not robust. Activities were planned for but did not always meet people's individual needs. One person told us, "I would like to go out more."

Arrangements were in place to ensure that people were safeguarded against harm.

Recruitment processes were in place to ensure suitable staff were employed. One relative told us, "The staff are supportive to people and always seem kind."

We saw some systems in place to audit and monitor the quality of the service being provided.