Park Manor

Updated 20 December 2019

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.

Inspection team

The inspection was undertaken by one inspector.

Service and service type

Park Manor is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. This service does not provide nursing care. 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.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.

During the inspection

We spoke with seven people who used the service about their experience of the care provided. We spoke with six members of staff including the registered manager, who was also a director, the assistant manager, lead senior, care staff and activities staff. We observed the interactions between staff and people using the service.

We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at one staff file in relation to recruitment and three additional files relating to supervision. A variety of records relating to the management of the service, including audits were reviewed.

After the inspection

We reviewed records in relation to quality assurance feedback from people, received by the service. We received electronic feedback from three members of care staff, three health and social care professionals and seven people’s relatives, who told us about their experiences of the service. We also received positive feedback anonymously via our national contact centre.

Updated 20 December 2019

About the service

Park Manor is a residential care home providing personal and nursing care for up to 21 older people, in one adapted building. At the time of our inspection there were 21 people using the service, some of these people were living with dementia.

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

People received an extremely responsive service. People’s care needs were thoroughly assessed, planned for and was tailor made to meet their individual needs and preferences. There were excellent systems to provide people with high quality end of life care which met their needs and wishes. People had the opportunity to participate in meaningful, varied and imaginative activities which took into account people’s interests. There was a complaints procedure in place and people’s concerns were promptly addressed.

The service was extremely well-led. Robust systems to monitor and assess the service provided helped the registered manager to identify where improvements were needed, and these were addressed quickly. This demonstrated the commitment to provide high quality care. People were asked for their views about the service and these demonstrated a high level of satisfaction relating to the service they received. People’s views were valued and used to continuously improve the service. All staff spoken with were extremely passionate about providing high quality care to people. Comments received from people and their relatives was extremely positive.

People were treated with respect by staff who were kind and compassionate. People’s rights to privacy, dignity and independence were promoted and respected. People’s choices about the service were valued and used to plan their care.

There were enough staff to ensure people’s needs were met. Recruitment of staff was done safely. There were systems designed to reduce the risks of people being abused and experiencing avoidable harm. Medicines were managed safely, and people received them as prescribed. Infection control processes reduced the risks of cross infection.

People were supported by staff who were trained to meet people’s needs. People’s health care and dietary needs were assessed and met. People had access to health professionals where required. The environment was suitable for the people who lived in the service. 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.

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

Rating at last inspection

The last rating for this service was good (published 31 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.