CQC report explained · a residential care home
What the CQC found at Manor Court
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm, and risks were assessed and managed. Inspectors recommended improving records for cream application and medicines given when needed.
- Effective?
- Good
- People's needs were assessed, care plans were detailed, and people had access to healthcare. Some staff training needed updating and regular supervision was being restored.
- Caring?
- Good
- People described staff as kind and respectful. Inspectors found that some staff did not yet know all people's routines and preferences well enough, although the home was taking steps to improve this.
- Responsive?
- Good
- Care was personalised and reviewed regularly. People were supported with activities, relationships, communication needs, complaints and end of life preferences.
- Well-led?
- Good
- The new manager and provider had an improvement plan and governance checks in place. There was no registered manager at the time, but the new manager was preparing an application to register.
What inspectors found, March 2023
Manor Court is rated Good; inspectors found kind, safe care, but medicines records and recent staffing changes needed attention.
Inspectors visited without notice on 15 and 20 February 2023. They spoke with people, relatives and staff, observed care, and checked care records, medicines records, recruitment files and management records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. People generally felt safe and said staff were kind, respectful and supportive. Care plans were personalised, people had access to healthcare, and families could visit when they wished.
The inspection found some areas to improve. Staff did not always record the reason or outcome when giving medicines as needed, and cream application records were not always completed. There had also been changes in staffing and management, which had sometimes affected the consistency of care.
The previous overall rating was Outstanding, published in December 2017. The ratings for Caring and Well-led fell from Outstanding to Good. There was no registered manager in post at the inspection, but a new manager had started two weeks earlier and was applying to register.
People felt safe
People and relatives said they felt safe. Staff understood safeguarding and knew how to report concerns.
“People told us they felt safe living at Manor Court because staff were aware of their safeguarding responsibilities and knew how to report any concerns.” from the report
Kind and respectful care
People described staff as kind. Inspectors saw warm and friendly interactions, with privacy, dignity and independence respected.
“Although we observed interactions between people and staff were warm and friendly, the provider and new manager had identified staff's knowledge of people's choices and preferences as an area for enhancement.” from the report
Personalised care
Care records described people's individual needs, choices and preferences. They were reviewed regularly and families were involved where possible.
“Care records were personalised to the individual and detailed information about each person's specific needs and how these should be supported.” from the report
Improvement work underway
The new manager had started an improvement plan, regular meetings and staff support arrangements. The provider was also recruiting staff and strengthening oversight.
“The new manager was working through a comprehensive improvement action plan to assess, review and monitor the quality of care and service provided.” from the report
Medicines records
needs fixingStaff did not always record why a medicine was given when needed or what happened afterwards. Cream application records were also not always completed.
“Staff recorded when they gave a PRN medicine but did not always record the reason why or the outcome.” from the report
Staffing changes
needs fixingPeople, relatives and staff reported many changes in staffing and management. Inspectors said this had sometimes affected the quality and consistency of care.
“People, their relatives and staff said there had been a lot of changes at Manor Court in relation to the staffing and the management team.” from the report
No registered manager
needs fixingThere was no registered manager in post during the inspection. A new manager had been in place for two weeks and was completing an application to register.
“At the time of our inspection there was not a registered manager in post.” from the report
- 01Has the manager now completed their application to register with CQC?
- 02How do you check that staff record the reason and outcome when giving medicines as needed?
- 03How do you check that staff record every cream application?
- 04Has the temporary pause on new admissions ended, and what improvements were completed before it ended?
- 05How are staff training, supervision and knowledge of each person's preferences being monitored?
This was an unannounced inspection covering all five key questions, including infection prevention and control, and it looked at both the premises and the care provided. This explanation was written from the published report of 11 March 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, December 2017
Rated Outstanding; inspectors found exceptionally caring and well-led care, with Good ratings for safety, effectiveness and responsiveness.
Inspectors visited on 25 and 29 September 2017. The first day was unannounced. They spoke with people, relatives, staff and health professionals. They observed care and meals, and checked care plans, medicines, staff files and the home's quality checks.
The home provided residential care without nursing for up to 37 older people, including some people living with dementia. Inspectors found people were safe, received their medicines correctly, had good food and health support, and were cared for by trained staff.
Care was rated Outstanding because staff were exceptionally kind, respectful and person-focused. Inspectors also rated the home Outstanding for leadership. The home received Good ratings for Safe, Effective and Responsive care.
The previous overall rating was Good in June 2015. Since then, a new registered manager had led improvements. Caring and well-led care rose to Outstanding, while responsiveness improved from Requires Improvement to Good.
Kind and respectful care
Staff were consistently described and observed as kind, patient, respectful and compassionate. Care focused on each person's dignity, choices and wellbeing.
“People were consistently treated with respect, compassion and kindness.” from the report
Strong leadership
The registered manager and management team were visible, approachable and committed to improving the home. Staff felt supported and listened to.
“The service was exceptionally well-led.” from the report
Personalised care planning
Care records included people's routines, preferences, communication methods and early warning signs. People and families were involved in planning and reviewing care.
“Each person had new individualised care plans that reflected their needs, choices and preferences.” from the report
Safe medicines and staffing
Inspectors found enough suitable staff, safe recruitment and medicines given as prescribed and on time. Medicines records were complete and staff had competency checks.
“Medicine administration records were accurate and fully completed.” from the report
Inspectors raised no specific concerns in this report.
- 01How many staff are on duty for the current number and needs of residents, and how do you change staffing when needs increase?
- 02How would you personalise my relative's care plan around their routines, communication, food, interests and early signs of distress?
- 03How would you support my relative's nursing and other healthcare needs, given that nursing services are provided by community nursing teams?
- 04What end of life support is available, and can family stay at the home if their relative is approaching the end of life?
- 05Which dementia activities and independence programmes are currently running, and how are residents involved in choosing activities?
This was a comprehensive inspection covering all five key questions and the overall rating. This explanation was written from the published report of 5 December 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Manor Court
3 rated inspections over 8 years: the service has held its Good rating throughout.
- March 2023Goodcurrent ratingdown from OutstandingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2017Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- August 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Good
- June 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- March 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 25 November 2010.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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9 live-in carers within about an hour of Plymouth
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
8 can care for a couple. 9 years' experience on average.
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.