Thistle Manor

Updated 11 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, an assistant inspector, a specialist advisor and an Expert by Experience. 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

Thistle Manor 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 inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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. We used all of this information to plan our inspection.

During the inspection

We spoke with 10 people who used the service about their experience of the care and support they received. We spoke with fourteen members of staff including the, registered manager, deputy managers, nurses, support workers, maintenance team, training manager, human resources manager, information systems manager and the chef manager.

We reviewed a range of records. This included eight people’s care plans and other care related records. We looked at two staff files in relation to recruitment and staff supervision and training records. We also reviewed a variety of records relating to the management of the service, including complaints, meeting records, maintenance checks and quality assurance processes.

After the inspection

We received confirmation from the registered manager of the actions taken to make improvements and plan for progress.

Updated 11 July 2019

About the service

Thistle Manor is a residential care home providing personal and nursing care for up to 33 people with mental ill heath aged 18 and over. The accommodation is provided in three separate units, including flats offering scope for greater independence. At the time of the inspection 28 people were using the service.

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

People told us they felt safe at the service. Staff had received training on positively responding to people and safeguarding. We observed people were relaxed and content in the company of staff and managers. Staff were aware of the signs and indicators of abuse and they knew what to do if they had any concerns. Recruitment practices made sure appropriate checks were carried out before staff started work, some improvements were needed with records and these were put right. There were enough suitable staff available to provide care and support; staffing arrangements were kept under review.

Health and safety was promoted, this included maintenance of the premises, servicing and checking systems. We found some matters in need of attention, they were proactively rectified during the inspection. Risks to people's individual well-being were being assessed and managed. Staff followed some good processes to manage people's medicines safely. Some improvements were needed; however, the registered manager took timely action to progress these matters.

Arrangements were in place to gather information on people's backgrounds, their needs, abilities and preferences before they used the service. 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 at the service supported this practice.

People were encouraged to lead healthy lifestyles. They were supported with their healthcare needs, medical appointments and planning their recovery. People were offered a variety of meals and drinks; healthy eating was promoted and monitored. Individual needs and choices were known and catered for. There was a good standard of décor and furnishings to provide for people's individual needs, comfort and wellbeing. Adaptations had been made to meet people’s needs. The provider offered staff a programme of training, development and supervision.

People made positive comments about the staff and managers. We observed staff interacting with people in a kind, pleasant and friendly manner. Staff knew people well and were respectful of their choices and preferred routines. People's privacy and dignity was respected. People were supported to develop their skills and gain confidence.

People received personalised care and support. Innovative technology had been developed to plan, deliver, monitor and review people’s care. There were opportunities for people to engage in a wide range of community based and in-house activities. People were supported to have contact with families and friends. Processes were in place to support people with making complaints. Some complaints records were unclear. The registered manager confirmed to us, the action taken to make improvements.

Thistle Manor had a welcoming, friendly and inclusive atmosphere. People were treated as partners in managing their individual support. Management and leadership arrangements supported the effective day to day running of the service. The provider used a range of systems and technology, to regularly monitor and improve the service. There were processes to consult with people who used the service and others, to assess and monitor the quality of their experiences and make improvements.

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

Rating at last inspection

The last rating for this service was Good (published 30 November 2016).

Why we inspected

This was a planned inspection based on the previous rating.