CQC report explained · a residential care home
What the CQC found at Shaftesbury Court (Manor Close)
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm. Inspectors found good safeguarding, risk management, staffing, medicines and infection control arrangements.
- Effective?
- Good
- This key question was not inspected during this focused visit. Its previous rating was used when calculating the overall rating.
- Caring?
- Good
- This key question was not inspected. Inspectors did observe some care interactions and saw genuine care and permission being sought before support.
- Responsive?
- Good
- This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Well-led?
- Outstanding
- Inspectors found exceptional leadership, strong quality monitoring and a person-centred, open and empowering culture.
What inspectors found, July 2021
Rated Good overall, with Safe rated Good and Well-led rated Outstanding; inspectors found people were protected and the home was exceptionally well run.
This was a focused inspection on 2 June 2021. One inspector visited, spoke with people, relatives, staff and health professionals, and checked care records, medicines, staff files and management records.
Inspectors found people were safe. Staff understood safeguarding, risks were assessed, medicines were managed safely and staffing was sufficient. Infection control arrangements for COVID-19 were also judged effective.
The home was rated Outstanding for being well-led. Inspectors found a strong culture based on people's choices, independence and rights. People helped shape the new building, their care plans and the running of the home.
The overall rating improved from Requires Improvement at the previous inspection in 2018 to Good. However, this inspection only directly assessed Safe and Well-led. Ratings for the other areas were carried forward from the previous comprehensive inspection.
People's independence
People were involved in designing the rebuilt home and in reviewing their care. Technology helped some people move around more freely without staff support.
“This well thought through design gave people increased freedom and independence within their home.” from the report
Strong leadership
Inspectors found clear accountability, supportive management and detailed quality checks. Staff felt listened to and supported.
“The service had a exceptionally positive culture that was person-centred, open, inclusive and empowering.” from the report
Safe care
Staff had safeguarding training, risks were assessed and medicines records were completed properly. Staffing levels were flexible and sufficient for people's needs.
“People were supported by sufficient staff with the right skills and knowledge to meet their individual needs.” from the report
Infection control
The home had detailed arrangements for preventing and managing COVID-19 infection, including testing, protective equipment, visiting and easy-read information.
“The service had excellent and well thought out infection control measures in place.” from the report
Involvement and feedback
People and relatives could give their views through meetings, surveys and care reviews. The home shared updates with families during the pandemic.
“People and those important to them had good opportunities to feedback their views about the home and quality of the service they received” from the report
Inspectors raised no specific concerns in this report.
- 01What are the current ratings and most recent findings for Effective, Caring and Responsive, which were not inspected during this visit?
- 02How do you currently support each person to take part in community activities and regain independence after lockdown?
- 03How are people's care plans and risk plans reviewed with them, and how are changes shared with all staff?
- 04How do you monitor medicine incidents now, and what has been learned from any recent errors?
- 05How can relatives raise concerns or give feedback, and how will you show what action has been taken?
This was a focused inspection of Safe and Well-led only; the other ratings were carried forward from the previous comprehensive inspection. This explanation was written from the published report of 22 July 2021 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, March 2018
Shaftesbury Court (Manor Close) was rated Requires Improvement; inspectors found kind, person-centred care but problems with safety, maintenance and oversight.
This was an unannounced comprehensive inspection on 3 January 2018. Inspectors spoke with people using the service, staff and managers. They reviewed care plans, medicines records, staff files, training records and quality checks.
The home was rated Good for Effective, Caring and Responsive. People were supported to make choices, stay independent, communicate in ways that suited them and take part in activities and community life. Inspectors saw kind and respectful interactions.
Safe and Well-led were rated Requires Improvement. Inspectors found out-of-date food, areas that were difficult to clean, maintenance problems and one medicines stock recording error. They also found that known problems were not always dealt with and that audits had missed some shortfalls.
The overall rating of Requires Improvement means the inspectors found important areas needing improvement, although the service was not rated inadequate overall. At the previous comprehensive inspection in August 2015, the home was rated Good overall, with Safe rated Requires Improvement.
Kind and respectful care
Inspectors saw calm, patient support and found that people's privacy, dignity and choices were respected.
“People were supported by patient and caring staff.” from the report
Support for independence
People were helped to make choices, use specialist equipment and take part in activities and ordinary community life.
“very good, it is very person centred and they try everything they can to help people maintain their independence” from the report
Involvement in care plans
People were involved in developing their care plans in different ways, including using technology or discussing plans while out of the home.
“People were involved in the creation of their care plans.” from the report
Good communication
Staff used communication tools and understood how different people preferred to communicate.
“Staff communicated with people in the way they preferred.” from the report
Cleaning and food storage
needs fixingInspectors found out-of-date and uncovered food, bins without lids and ovens needing cleaning. Flaking paint and damaged worktops also made thorough cleaning harder.
“Flaking paint and chipped surfaces made areas difficult to thoroughly clean.” from the report
Medicines stock record
needs fixingThere was a mismatch between the prescribed medicine present and the amount recorded. Staff could not explain the error, although inspectors said the impact was low because the medicine was not needed for a critical health need.
“There were discrepancies between the number of prescribed sachets present and the number recorded in the Medication Administration Record (MAR).” from the report
Repairs and equipment
needs fixingSeveral items were faulty or awaiting repair, including track hoists, washing machines and a tumble dryer. Staff said this reduced the time available to support people.
“the two overhead track hoists were out of service due to faults” from the report
Problems not consistently followed up
needs fixingThe home had identified some maintenance issues, but shortfalls were not always addressed. Infection control audits had also failed to identify all the problems.
“The home was not well maintained and shortfalls were identified but not addressed.” from the report
- 01Which cleaning, food storage and damaged-surface problems found at the inspection have now been fixed?
- 02How are medicines stocks and Medication Administration Records checked now, and how are discrepancies followed up?
- 03Have the two overhead track hoists and the faulty washing and drying equipment been repaired or replaced?
- 04How does the management team make sure maintenance requests are completed promptly?
- 05How have infection control audits been changed so that they identify all shortfalls?
This was an unannounced comprehensive inspection covering the premises, care provided and all five CQC questions. This explanation was written from the published report of 3 March 2018 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 Shaftesbury Court (Manor Close)
4 rated inspections over 6 years: the service has held its Good rating throughout.
- July 2021Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Outstanding
Read what inspectors found at Shaftesbury Court (Manor Close) →
- March 2018Requires improvementdown from GoodSafe: Requires improvementWell-led: Requires improvement
Read what inspectors found at Shaftesbury Court (Manor Close) →
- April 2017Goodstayed GoodSafe: Requires improvement
- September 2015GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2014
Registered with the Care Quality Commission on 3 July 2014.
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.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
At least 100 live-in carers within about two hours of Wiltshire
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 £1,340 a week. 82 can care for a couple. 12 years' experience on average.
“Linet became her carer and all changed, my daughter started eating, taking her medications and more important her happiness came back.”
“I cannot recommend Prisca highly enough, she is one in a million.”
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.