- Care home
Manor Lodge
Report from 6 September 2024 assessment
Contents
Ratings
Our view of the service
Manor Lodge Care Home is a residential care home providing accommodation for persons who require nursing or personal care. This was a responsive assessment due to concerns received about the safety of people living at the service. However, we identified no concerns during our assessment. The service was last inspected in 2018 and received an overall rating of Outstanding. Manor Lodge Care Home has since been accredited with the Gold Standards Framework programme and at this unannounced assessment we found people received exceptional care and treatment. Staff of all levels were extremely proud of the work they do, and genuinely aimed to have a positive impact on the lives of the people they cared for. Staff were committed to achieving better outcomes for people. This included working collaboratively with external stakeholders, such as the GP, speech and language therapists, and the local church and arranging their own community engagement groups such as quiz nights. The provider employs a full-time physiotherapist to promote enablement. Robust quality governance systems were in place which identified where improvements could be made, this included quality of care, wound management and staffing matters. It was evident that staff and leaders were proud to be transparent and constantly looked to improve through lessons learnt. We carried out our on-site assessment on 28 October 2024. We looked at quality statements relating to areas in Safe, Caring, Responsive and Well-Led. For those areas we did not assess, we used the ratings awarded at the last inspection to calculate the overall rating.
People's experience of this service
People received exceptionally personalised care from staff who took the time to know them and their interests. People’s families and professionals involved with the service could not speak highly enough of the care people received. People’s families were welcomed into the service and were encouraged and enabled to remain an important and integral part of their loved one’s life. This included the service holding birthday parties for people and inviting their loved ones to celebrate with them and supporting people to attend family events such as weddings. One family member said, “We have certainly not been disappointed in choosing Manor Lodge. We are delighted to recommend the care home to friends. All of the staff members in the care home are attentive to the residents’ and family’s needs. The reception staff are always welcoming and helpful, whether by phone, email or face to face. The domestic, laundry, catering and maintenance staff are all very kind to [relative] and respond quickly to meet [relatives] needs but also respect need for privacy. The food is extremely good, varied and nutritious and served in appropriately sized portions.” A further relative told us, “All members of staff are friendly, caring and efficient and are always available to deal with any queries.” Another said, “The high level of personal care provided is excellent. Information is provided in different ways from personal updates, newsletters and posters. I see nothing but respect and a caring attitude for both residents and visitors alike. My family and I could not be happier with Manor Lodge as [relatives] home with everything it provides and does.”