CQC report explained · a residential care home
What the CQC found at Park Manor
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were protected from abuse and avoidable harm. Inspectors found enough staff, safe recruitment, suitable risk assessments, safe medicines management and effective infection control.
- Effective?
- Good
- People's needs were assessed and staff had the training and skills to support them. Health care, nutrition, hydration and consent were managed appropriately.
- Caring?
- Good
- Staff were kind and compassionate. Inspectors saw people treated with dignity, privacy and respect, and supported to make choices and remain independent.
- Responsive?
- Outstanding
- Care was highly personalised and adapted when people's needs changed. People had varied activities, strong support with relationships and well-planned end of life care.
- Well-led?
- Outstanding
- Leadership was described as exceptional. Audits and feedback were used to identify and make improvements, and staff and outside professionals spoke very positively about the home.
What inspectors found, December 2019
Rated Outstanding; inspectors found exceptionally responsive, caring and well-led support, with Safe, Effective and Caring rated Good.
This was an unannounced, planned inspection on 11 November 2019. One inspector spoke with seven people, six staff members, relatives and health professionals. They observed care and checked care plans, medicines records, recruitment records and management audits.
People were found to be safe, supported by trained staff and given their medicines as prescribed. Their health, food and drink needs were assessed. Staff treated people with kindness, respected their privacy and supported their choices and independence.
Responsive care and leadership were rated Outstanding. Inspectors found care was highly personalised, activities were varied and meaningful, and end of life support was carefully planned. Complaints were dealt with promptly, and people's views were used to improve the service.
The overall rating was Outstanding. Safe, Effective and Caring were rated Good. The last inspection, published on 31 May 2017, rated the service Good, so the overall rating improved.
Personalised support
Care plans reflected people's individual needs, preferences and possible triggers. Staff adapted support when people's conditions or behaviour changed.
“People's care needs were thoroughly assessed, planned for and was tailor made to meet their individual needs and preferences.” from the report
Activities and relationships
People could take part in individual and group activities, go out and maintain important relationships. Staff also supported people who preferred not to join group activities.
“There were varied, innovative and inclusive activities which people could participate in, both individually and in groups.” from the report
End of life care
The home had detailed systems for recording people's wishes and supporting families. Inspectors received very positive feedback about the compassion shown at the end of people's lives.
“There were excellent systems to provide people with high quality end of life care which met their needs and wishes.” from the report
Strong leadership
The management team used audits, staff observations and feedback to find and address improvements. Staff were supported and encouraged to share ideas.
“Robust systems to monitor and assess the service provided helped the registered manager to identify where improvements were needed, and these were addressed quickly.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you tailor the care plan to my relative's current needs, preferences and any changes in their condition?
- 02How would you support my relative to take part in activities or maintain important relationships if they could not join group activities?
- 03What end of life care could you provide, and how would you record and follow my relative's wishes?
- 04How do you make sure there are enough suitably trained staff at all times, including weekends?
- 05How is the newer computerised care planning system being used now, and how do you check that care records remain accurate?
This was an unannounced planned inspection that covered all five CQC questions, including the premises and care provided; the home was described as providing personal care but not nursing care. This explanation was written from the published report of 20 December 2019 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, May 2017
Park Manor is rated Good; inspectors found safe, kind and personalised care, with minor improvements still planned.
This was an unannounced inspection on 9 May 2017. One inspector spoke with six people living at the home, three relatives and seven staff. They observed care and reviewed care, medicines, recruitment, training and management records.
The inspectors rated the home Good overall. All five areas were also rated Good: Safe, Effective, Caring, Responsive and Well-led. They found enough staff, safe medicines arrangements, suitable training and good access to health professionals.
People were treated with dignity and respect. Their care was personalised, activities reflected their interests and complaints were dealt with in a timely way. The home had an open culture and used checks to identify and address shortfalls.
Safe staffing
People said they did not have to wait for help. Inspectors saw staff available and providing assistance promptly.
“We saw that the staff were available when people needed assistance, which was provided promptly.” from the report
Safe medicines
Medicines records were completed appropriately. Checks were made to identify missing signatures or stock problems.
“We saw that medicines were managed safely and were provided to people in a polite and safe manner by staff.” from the report
Kind and respectful care
Staff knew people well, communicated respectfully and supported privacy, dignity and independence.
“Staff communicated with people in a caring and respectful manner.” from the report
Personalised activities
The home offered group and individual activities based on people's interests, including gardening, games, music and outings.
“This meant that the activities provided were meaningful to people and designed to meet their individual needs and choices.” from the report
Open management
People, relatives and staff could share their views with managers. The home used audits and checks to improve care.
“There was an open culture in the service.” from the report
Incident analysis was still developing
minorThe manager was improving how incidents were analysed for recurring trends and patterns. The report did not say this had caused harm.
“The registered manager told us that they were in the process of improving the way that they analysed incidents for any trends and patterns.” from the report
- 01Have meetings for people and relatives now been introduced, and how are their views used?
- 02How do you now analyse incidents for trends and patterns?
- 03How will you support my relative's specific health, mobility, nutrition or dementia needs?
- 04What activities would match my relative's interests and abilities?
- 05How will I be kept informed if there is a concern or change in my relative's care?
This was an unannounced first inspection that assessed all five CQC questions and gave ratings for the overall quality of the home. This explanation was written from the published report of 31 May 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 Park Manor
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- December 2019Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- May 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2015
Registered with the Care Quality Commission on 7 September 2015.
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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23 live-in carers within about an hour of Suffolk
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.
Most charge £1,020 to £1,260 a week. 17 can care for a couple. 7 years' experience on average.
“Not only was she professional, polite and efficient but she bought a lovely smile and laughter to my parents home.”
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.