Archived: The Manor Rest Home

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.

The Manor Rest Home provides accommodation and personal care for up to 23 people. At the time of our inspection there were 20 people living at the home.

There was a registered manager in post. 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 and associated regulations about how the service is run.

People were kept safe from harm by staff who knew how to recognise and report any concerns about people’s safety. There were enough staff on duty to respond to people’s health needs at the times when they needed support. The provider completed checks to ensure staff were suitable and safe to work at the home.

People had good relationships with the staff. People were relaxed with staff spending time with people and there was a homely atmosphere in the home. People were treated with dignity and respect.

People were supported by staff who knew their needs and how to meet them. Staff were motivated and well trained. People received care and support when they needed it. Medicines were managed safely and people received their medicines in line with their prescription.

People were involved in their care and support. People were able to make choices about the food they wanted to eat. People told us they enjoyed the food. Where recommendations had been made by other professionals regarding their diet or health needs these had been acted upon.

People told us the staff and management were approachable, willing to listen to their views and opinions. People were encouraged to be actively involved in the running of the home through regular meetings. They said that if they had any concerns they were able to speak with the registered manager. Feedback from the people that lived there and their relatives was gathered on a regular basis and any areas identified for action were acted upon. A range of audits and checks were also completed regularly to ensure that good standards were maintained.

We saw that the staff were gentle and helped people in a caring and respectful way. Staff were observant and noticed when people needed assistance. A person we spoke with told us that the staff were, 'Wonderful, very kind'. We saw a suggestion form filled in by a visitor, this said, 'Of all the places I visit this is probably the most genuinely homely I go to'

The care records contained detailed information about people's care needs and showed that the staff arranged the health care people needed. Medicines were managed in a careful and organised way and there was a detailed medicines policy.

The staff we spoke with told us that they had enough time to give people the care they needed. During our visit we saw that they had time to spend with people. Staffing levels had been increased in the evenings. This was because people who had lived at the home for a few years were beginning to need more staff time as they got older.

There were arrangements in place for the management of health and safety at the home. The registered manager did quality monitoring audits twice a year. The service communicated openly with CQC and informed us promptly of relevant incidents at the home.

We spoke with a visitor who was at the home to visit their relative. They told us that they, 'Couldn't be happier' with The Manor.

The care records contained detailed information about people's care needs and showed that the staff arranged the health care people needed.

The service had clear information available about the action to take if a person was at risk of harm due to abuse or neglect. Staff were trained so they would understand the correct procedures to follow if they needed to report any concerns.

There were suitable procedures for staff recruitment which included obtaining the required information about new staff before they started work.

There was information for people about how to make a complaint. People told us they would have no fears about raising anything they weren't happy with. A visitor told us they were knew that if they spoke to staff about anything, 'It would be put right'.