The Moors Care Centre

Updated 13 January 2022

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

Two inspectors visited the service on day one of the inspection. An Expert by Experience made calls to people and their family members. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. On day two, three inspectors visited the service.

Service and service type

The moors care centre is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a 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 on the first day. We told the provider we would be coming on the second day.

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 four people who used the service and nine relatives about their experience of the care provided. We spoke with ten members of staff including the registered manager, deputy manager, nurse, team leader, lifestyle co-ordinator, chefs and care assistants. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We reviewed a range of records. This included ten people’s care records and multiple medication records. We looked at three staff files and agency profiles in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including training records and documents relating to quality monitoring systems were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at further quality assurance records and policies and procedures. We asked for feedback from a variety of professionals who regularly visit the service.

Updated 13 January 2022

About the service

The moors care centre is a residential care home providing personal and nursing care to 57 older people and younger adults at the time of the inspection, some of whom may be living with dementia. The service can support up to 70 people.

The Moors Care Centre accommodates people across four separate units spread over three floors, each of which has en-suite bedrooms and separate adapted facilities. One of the units provides residential care, two units provide dementia care and one unit provides nursing care.

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

Records and documentation around people’s care was not written in a person-centred way and did not provide enough relevant detail. Care plans and risk assessments were not always in place or did not include sufficient detail for staff to follow and guidance was inconsistent. Staff who worked at the home knew people, their needs and preferences well. However, there was a risk of harm if staff were new or did not know the person well.

Staff told us that the electronic care records were not easy to use, and it was difficult to find the information they needed. It was not always clear where staff should record information about the care they provided or concerns. This had led to inconsistencies in reviewing incidents for one person.

The registered manager was aware that there were issues with the care records. However, audits in place did not reflect the issues and there were no plans around how this was going to be addressed and improved.

Records and administration of medicines were safe and managed well. We have made a recommendation around the storage of prescribed creams and ointments.

People told us they felt safe and were happy with the care provided at the home. The environment was clean, safe and well maintained. People had the opportunity to personalise their rooms and had access to facilities on site such as a café, salon and cinema.

Staff were recruited safely and had received a good induction, regular training and had opportunities to develop their skills. Staff told us they felt supported but formal supervisions were not as regular as they should have been due to the impact of COVID-19. One staff member told us, “I have had maximum support from senior carers and management. The staff are very dedicated and passionate”.

People told us they had choice and control over their care and decisions within the home. Documentation around the mental capacity act needed to be improved and we made a recommendation around this.

People and their relatives were happy with the communication from the home. They were comfortable raising concerns if needed and felt listened to by the registered manager and staff.

The home had good relationships with external agencies ad professionals such as the local authority and GP; they worked well with each other to ensure good outcomes for people.

People were involved and contributed to their local community and events. Activities in the home were meaningful, varied and tailored to individuals. Relatives told us they felt welcomed in the home and were happy with how their loved ones were cared for. One relative described the care as “first class”.

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.

Rating at last inspection

This service was registered with us on 21 August 2019 and this is the first inspection.

The last rating for the service under the previous provider was good, (published on 30 August 2019).

Why we inspected

This was a planned inspection as the service has not been inspected since registering as a new provider with CQC.

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.

You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for the moors care centre on our website at www.cqc.org.uk.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to safe care and treatment and good governance 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 return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.