Chertsey Parklands Manor Care Home

Parklands Manor is a residential care home providing personal and nursing care. The service can support up to 90 people. The service is purpose-built and provides accommodation and facilities over three floors. The second floor provides care and support to people who are living with dementia, this area is called Meadows. The other areas of the home provide care for people requiring 'assisted living'. Some people lead a mainly independent life and use the home's facilities to support their lifestyle. At the time of our inspection, there were 71 people living at Parklands Manor.

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

People were protected from the risk of harm as robust safeguarding procedures were in place and staff had a good understanding of their responsibilities. Risks associated with people’s care and wellbeing were safely managed. People were supported by staff with the relevant skills and experience. Safe recruitment procedures were followed. People received their medicines in line with their prescriptions. The service was cleaned to a high standard and safe infection control procedures 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. Assessments were completed prior to people moving into the service to ensure their needs could be met. Staff were aware of people’s healthcare needs and where required people were referred to healthcare professionals in a timely manner.

People’s nutritional needs were met and monitored although people’s views of the quality of the food varied. A number of ways of providing feedback in relation to food had been established to further personalise people’s experience. People received support from staff who were caring and treated them with kindness. Staff supported people in line with their wishes and ensured their views and preferences were followed.

There was a wide range of things for people to do including the opportunity to go out should they wish. Staff were seen to spend time with people socially, both in communal areas and in their rooms. Care plans included clear guidance for staff in relation to things which were important to people and their care needs.

There was a positive culture and drive to continually improve people’s care and their experience of living at Parklands Manor. Effective quality assurance systems were in place to review the care and support people received. The management team were aware of their responsibilities in managing the service and worked in an open and transparent manner. Systems were in place to review accidents, incidents and complaints to minimise the risk of them happening again. People, relatives and staff were given the opportunity to give feedback and their views were listened to and acted upon. The service worked with a number of local charities and organisation to support people’s on-going involvement in their local community.

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

Rating at last inspection

Parklands Manor is run by two companies: WR Signature Operations Limited and Signature Senior Lifestyle Operations Ltd. These two companies have a dual registration and are jointly responsible for the services at the home. The last rating for the service under WR Signature Operations Limited was Good (published 21 February 2019).

Why we inspected

This was a planned inspection.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

During this inspection we carried out a separate thematic probe, which asked questions of the provider, people and their relatives, about the quality of oral health care support and access to dentists, for people living in the care home. This was to follow up on the findings and recommendations from our national report on oral healthcare in care homes that was published in 2019 called ‘Smiling Matters’. We will publish a follow up report to the 2019 'Smiling Matters' report, with up to date findings and recommendations about oral health, in due course.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Parklands Manor is a purpose built care home with nursing for up to 93 people, some of whom are living dementia. At the time of the inspection there were 45 people at the service who were receiving a regulated activity.

People’s experience of using this service:

¿ People were safe at the service. Systems were in place to ensure that risks to people’s care were managed well. On the day of the inspection staff levels required improvement on one of the units. The provider confirmed that this had been addressed after the inspection. In all other areas of the service the staff levels were appropriate for people’s needs.

¿ People were supported by staff who had sufficient training and supervision to ensure that good care was being provided.

¿ People were consulted about their care and, where appropriate. Assessments of people’s capacity took place to ensure that care was being provided in their best interest.

¿ Staff treated people with care, compassion and dignity and people were treated in a respectful way.

¿ Care plans were detailed and provided good guidance for staff.

¿ Audits were carried out to monitor the quality of the care. The registered manager understood their responsibilities and ensured that they sent notifications to the CQC where appropriate.

¿ Where complaints had been made these were investigated fully and improvements made.

¿ Staff were supported and valued.

¿ The service met the characteristics for a rating of "good" in all the key questions we inspected. Therefore, our overall rating for the service after this inspection was "good".

¿ More information is in our full report.

Rating at last inspection:

¿ This was the first inspection of the service.

Why we inspected:

¿ This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

Follow up:

¿ We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care.