The inspection visit was carried out by one inspector. During the inspection, they spoke with the home manager, four members of care staff, the chef, six people who lived at the home and a visiting health care professional. The inspector also looked around the premises, observed staff interactions with people who lived at the home, and looked at records.We considered all the evidence we had gathered under the outcomes we inspected.
We used the information to answer the five key questions we always ask;
• Is the service safe?
• Is the service effective?
• Is the service caring?
• Is the service responsive?
• Is the service well led?
This is a summary of what we found. The summary describes what we observed, the records we looked at and what people using the service, their relatives and the staff told us.
Is the service safe-
We inspected the staff rotas which showed there were sufficient staff on duty to meet people’s needs throughout the day and night.
Each person's care file had risk assessments which covered areas of potential risk such as pressure ulcers, falls and nutrition. When people were identified as being at risk, their plans showed the actions required to manage these risks.
Staff demonstrated good knowledge and awareness of their responsibilities for infection prevention and control and there was evidence staff had received relevant training.
We spoke with six people who used the service and they told us they were pleased with the standard of care and facilities provided by the service. One person said “"I enjoy living at Manor Park, the staff are friendly and the food is good."
.
The manager understood their responsibilities under the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). Although no DoLS applications had been made, the manager was able to describe the circumstances when an application should be made and knew how to submit one.
Effective -
People had an individual care plan which set out their care needs. We saw wherever possible people had been involved in the assessment of their health and care needs and had contributed to developing their care plan. This meant that people were sure that their individual care needs and wishes were known and planned for and that they had the equipment they needed to meet their individual needs.
The home had a good working relationship with other healthcare professionals and followed their guidance and advice. The input of other healthcare professionals involved in people's care and treatment was clearly recorded in their care plan. We spoke with one healthcare professional during the inspection who told us they had no concerns about the care people received.
We saw all staff completed a comprehensive induction programme which took into account recognised standards within the care sector and was relevant to their workplace and their roles. In addition, we saw that following induction training all new members of staff shadowed experienced staff until the manager was confident they were able to carry out their roles effectively and unsupervised.
Caring –
People who used the service told us they were very happy with the care and facilities provided at Manor Park. One person said, “I am very pleased with the care I receive, everyone is friendly and kind." Another person told us, “I have no complaints at all about the care and support provided, we are all well looked after.”
We found the staff we spoke with demonstrated a good knowledge of people’s needs and were able to explain how individuals preferred their care and support to be delivered. They felt confident the service provided to people who lived at the home was good and they encouraged them to remain as independence as possible within a risk management framework.
When we looked around the home we saw people’s bedrooms had been personalised and contained personal items such as family photographs, pictures and small items of furniture. We found the atmosphere within the home was warm and friendly and we saw staff approached individual people in a way which showed they knew the person well and knew how best to assist them.
People who lived at the home told us they were happy with the care and support they received at the home and staff respected their right to privacy and dignity.
Responsive –
People’s needs were assessed and care and support was planned and delivered in line with their care plan. Care records contained good information about how care and support should be delivered
People and their families were involved in discussions about their care and the risk factors associated with this. Individual choices and decisions were documented in the care plans and reviewed on a regular basis.
People knew how to make a complaint if they were unhappy and were confident if they made a complaint it would be investigated thoroughly and action taken if appropriate. There was evidence that learning from incidents/investigations took place and appropriate changes were implemented.
Well led –
We saw there was a quality assurance monitoring system in place that was designed to continually monitor and identify shortfalls in the service and any non-compliance with the essential standards of quality and safety.
We saw as part of the quality assurance monitoring process the service sent out annual survey questionnaires to people who used the service and/or their relatives to seek their views and opinions of the care and support they received. In addition, we found the service also sent out survey questionnaires to staff and other healthcare professionals. This gave them opportunity to air their views and opinions of the service and measured how well they thought the service was managed. This showed us the provider had appropriate systems in place to obtain the feedback of people who used and were employed by the service.
The staff we spoke with confirmed they were well supported by the manager and said they could contact them at any time if they had concerns. They also told us communication between management and staff was very good. This ensured the needs of people who used the service were met in line with their agreed support plan.