Manor Lodge

Updated 2 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on the 24 and 25 September 2018 and was unannounced on the first day. The inspection team consisted of two inspectors and an expert by experience on the first day and one inspector on the second day. An expert by experience is someone who has experience of using services.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We reviewed previous reports and notifications that are held on the CQC database. Notifications are important events that the service must let the CQC know about by law. We also reviewed safeguarding alerts and information received from a local authority.

During the inspection we used observation to gain feedback on people’s experience at the service.

During our inspection, we spoke with nine people, ten relatives, the registered manager, deputy manager, clinical lead, ten care workers and a nurse. We also spoke with two visiting healthcare professionals. We reviewed eleven care files, four staff recruitment files, audits, meeting minutes, questionnaires, medication records and policies held at the service.

Updated 2 November 2018

Manor Lodge provides accommodation, personal care and nursing for up to 120 people some of whom may be living with dementia. At the time of our inspection, 117 people were living at the service. The service was delivered in a purpose built building set over two floors divided into seven units. The service was set in a residential area with easy access to the local community and had a large garden. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission regulates both the premises and the care provided, and both were looked at during this inspection.

At the last inspection, the service was rated Good. At this inspection we found the evidence supported a rating of outstanding in caring and well led, there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Staff were well trained and attentive to people's needs. Staff were very compassionate and able to demonstrate that they knew people well. Staff created a homely environment and treated people like family with dignity and respect. Staff were passionate about providing individual care to people that added value to their lives. Staff were inclusive of people’s choices and beliefs and treated people with dignity and respect.

Staff shared the registered manager’s vision to provide outstanding care. There was an inclusive culture at the service and people’s, relatives and staff’s views and opinions were listened to. There was a strong governance framework and the service worked towards making continuous improvements, by following research and using innovative ideas.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. There were systems in place to minimise the risk of infection and to learn lessons from accidents and incidents. People were cared for safely by staff who had been recruited and employed after appropriate checks had been completed. People’s needs were met by sufficient numbers of staff. Medication was dispensed by staff who had received training to do so.

People were safeguarded from the potential of harm and their freedoms protected. Staff were provided with training in safeguarding adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

People had sufficient amounts to eat and drink to ensure their dietary and nutritional needs were met. The service worked well with other professionals to ensure people’s health needs were met. People's care records showed that, where appropriate, support and guidance was sought from health care professionals, including a doctor, district nurse, tissue viability nurse, palliative care nurse and dementia specialist. The environment was appropriately designed and adapted to meet people’s needs.

People were provided with the opportunity to participate in activities which interested them at the service. These activities were diverse to meet people’s social needs. People knew how to make a complaint should they need to. People were provided with the appropriate care and support at the end of their life.