Merlin Manor Care Centre

Updated 2 August 2023

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 Health and Social Care Act 2008.

Inspection team

An inspector and an Expert by Experience carried out this inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Merlin Manor Care Centre is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Merlin Manor Care Centre is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was not a registered manager in post. A new manager had been appointed to the service in the week before we inspected.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the service was registered with CQC. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 8 people who used the service and 5 relatives about their experience of the care provided. We spoke with 18 members of staff including the manager, the nominated individual and care and domestic staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included 6 people's care records and medicine administration records. We looked at 3 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 2 August 2023

About the service

Merlin Manor Care Centre is a residential care home providing personal and nursing care for up to 94 people. The service supports older people, those with physical disabilities or sensory impairments and people living with a dementia. People are accommodated in one specifically built building. At the time of our inspection 65 people were using the service.

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

Fire risk was not safely managed at the service. Systems were not in place to ensure safe staffing levels. People had not always been safeguarded from abuse as unwitnessed incidents were occurring. Governance systems were not always effective at managing risk.

The provider’s recruitment processes minimised the risk of unsuitable staff being employed. Effective infection prevention and control systems were in place.

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 were supported with regular training, supervision and appraisal. The building was adapted for people’s comforted and convenience. The service worked effectively with a range of external professionals to promote people’s health and wellbeing.

Staff were caring and kind. People and relatives spoke positively about the support people received. People were treated with dignity and respect.

People received personalised care based on their needs and choices. In some cases records did not reflect this, and action was being taken to address this. People were supported to communicate and access the information they needed. A range of activities that people enjoyed were on offer. Systems were in place to investigate and respond to complaints. The complaints policy was made available in communal areas and people and relatives knew how to use it.

We received positive feedback on the leadership of the manager. Feedback was sought from people and relatives, and was acted on. The service worked in effective partnership with others to ensure people received the care and support they wanted.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 27 July 2022 and this is the first inspection.

Why we inspected

We inspected this service to give it a rating.

Enforcement and Recommendations

We have identified breaches in relation to fire safety, staffing and governance systems at this inspection. Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.