Archived: The Manor Rest Home

Updated 24 July 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

The Manor Rest Home 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.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This was an unannounced inspection.

What we did before the inspection

Before the inspection visit, we reviewed information we had received about the service since the last inspection. This included information about incidents the provider must notify us of, such as any allegations of abuse. We sought feedback on the service from the local authority and local Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with nine people who used the service about their experience of the care provided. We also spoke with nine members of staff, including the registered manager, deputy manager, cook, housekeeper, one senior care worker and four care workers.

We reviewed a range of records. This included four people’s care records, complaints records, medication records, staff training records, two staff files in relation to recruitment, and incident and accidents records. We also reviewed a variety of records relating to the management of the service, including quality assurance audits and checks and records relating to the safety of the premises.

After the inspection

We spoke with a community healthcare professional about their experience of care provided.

Updated 24 July 2019

About the service

The Manor Rest Home is a residential care home in Hereford providing personal care for up to 23 people in a large adapted building. It specialises in supporting older people with mental health and / or who are living with dementia.

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

People were protected from abuse by staff who received training in, and understood how to, recognise and report any concerns of this nature. Plans were in place to manage any risks to people’s health, safety and welfare. Staffing levels meant people’s needs could be met safely. The management reviewed reports of accidents and incidents involving people to learn from these. Measures were in place to protect people from the risk of infections.

People’s individual needs and preferences were assessed and kept under review. Staff received an initial induction followed by ongoing training to ensure they had the skills and knowledge needed to succeed in their roles. People had enough to eat and drink and any risks associated with their eating or drinking were identified and managed. Staff and management worked with a range of community health and social care professionals to ensure people received coordinated care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff knew people well and provided their care and support with kindness and compassion. People had support to express their views about the care provided. Staff and management understood and protected people’s rights to privacy and dignity. They also recognised the need to consider people’s protected characteristics.

People’s care plans were individualised, kept under review and read by staff. People’s personal histories and preferences were explored with them to encourage a person-centred approach. People had support to pursue their interests and participate in a range of social and recreational activities. People knew how to raise any concerns or complaints about the service. People’s wishes and choices about their end of life care were explored with them.

The management team promoted an open and inclusive culture within the service. There was a strong sense or motivation and teamwork amongst a staff team who felt well supported and valued by management. The provider had quality assurance systems and processes in place to enable them to identify potential areas for improvement in the service.

Rating at last inspection

The last rating for this service was good (published 2 June 2016).

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.