CQC report explained · a residential care home
What the CQC found at The Manor Cottage
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors found enough staff with suitable skills and experience, safe recruitment checks, managed risks and safe medicines systems. They also found the home clean and staff trained in infection control.
- Effective?
- Good
- Staff had appropriate training, supervision and support. People received suitable food and drinks, prompt access to healthcare and support based on their choices and needs.
- Caring?
- Outstanding
- Inspectors found exceptionally kind and respectful care. Staff knew people very well, supported their independence and made strong efforts to understand their histories, preferences and emotional needs.
- Responsive?
- Good
- Care was personalised and reviewed when people's needs changed. People were offered activities and trips they chose, and families and visitors were welcomed.
- Well-led?
- Outstanding
- Leaders created a strong person-centred culture and encouraged staff to learn and improve. Audits, meetings and reviews were used to monitor quality and act on improvements.
What inspectors found, May 2020
The Manor Cottage was rated Outstanding overall; inspectors found exceptionally caring, well-led support, with safe, effective and responsive care rated Good.
This was an unannounced planned inspection on 22 January 2020. One inspector spoke with five people, six staff members, the registered manager and area manager. Four relatives also sent written feedback. The inspector reviewed three care records and other records about care and the running of the home.
The home was rated Good for Safe, Effective and Responsive. Inspectors found enough suitably checked staff, safe medicines systems, well-managed risks, good staff training, access to healthcare, personalised care and activities based on people's choices.
Caring and Well-led were rated Outstanding. Inspectors saw warm and respectful relationships, strong support for people's independence and detailed knowledge of their lives. They also found leaders and staff focused on learning, improving care and involving people and families.
The overall rating improved from Good at the previous inspection, published in July 2017. Caring remained Outstanding, while Well-led improved from Good to Outstanding. Safe, Effective and Responsive remained Good.
Enough trained staff
Inspectors found enough staff with the right skills, experience and knowledge. Recruitment checks were completed before staff started work.
“People were supported by enough staff with the skills, experience and knowledge to meet their needs.” from the report
Kind and respectful care
Staff built positive relationships with people and families. Inspectors saw patience, kindness, dignity and respect throughout the visit.
“The service was exceptionally caring. Positive, meaningful relationships had been developed between staff, people and their families.” from the report
Choice and independence
People were supported to make everyday choices and continue interests that mattered to them. The home also helped people stay socially connected.
“People were offered and provided with a range of activities, they handpicked what they liked to do or take part in.” from the report
Strong leadership
The management team had a clear focus on improving care. Staff were given lead roles, training and support to develop better practice.
“The service was very well led and was part of a small organisation consisting of three homes.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you make sure there are enough staff with the right skills for my relative's needs on each shift?
- 02How are medicines checked, and what happens if an error or concern is found?
- 03How will you involve my relative and our family in creating and reviewing their personalised care plan?
- 04How do you support people with dementia or communication difficulties to express pain, choices and worries?
- 05How are people's wishes for end of life care recorded and shared with families and health professionals?
This was an unannounced planned inspection covering all five key questions and the overall quality and safety of care. This explanation was written from the published report of 28 May 2020 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, July 2017
The Manor Cottage was rated Good overall, with Outstanding caring and no breaches reported.
Inspectors visited without warning on 4 and 10 May 2017. They spoke with managers and staff, contacted the provider, and reviewed care records, staff files, policies, audits and other records.
People were found to be safe. There were enough staff, medicines were managed well, risks were assessed, and staff had the checks and training needed for their roles. People also received suitable food and help to access health professionals.
The strongest area was caring, which improved from Good to Outstanding. Inspectors saw kind, respectful and highly personal care. People were supported to keep their interests, relationships and independence. Activities and care plans were tailored to individual needs.
The overall rating stayed Good, as did Safe, Effective, Responsive and Well-led. The registered manager had recently left, and a new manager and management structure were still becoming established.
Kind and personal care
Inspectors found care to be exceptionally caring. Staff treated people with dignity, patience and compassion, and took time to understand what mattered to them.
“The service was exceptionally caring. Throughout our visits staff supported people with kindness.” from the report
Personal interests
People were supported to continue hobbies and interests, including gardening and playing games. Staff made efforts to understand people's past lives and preferences.
“People were supported to maintain their personal interests and hobbies.” from the report
Safety and staffing
There were enough staff to meet people's needs, and staff responded promptly to requests. Risks, incidents and equipment were managed with suitable records and checks.
“During the inspection the atmosphere in the home was calm and staff did not appear to be rushed, they responded promptly to people's requests for support.” from the report
Listening and improvement
The home used audits, meetings and feedback to identify improvements. Staff also reviewed incidents and changed care when people's needs altered.
“Comprehensive quality assurance systems were in place and based upon regular, scheduled audits which identified any action required to make improvements.” from the report
New management structure
minorThe registered manager had recently left, and a new manager had been brought in. Inspectors said the revised staffing structure was still in its early stages and they could not yet judge how effective it was.
“This structure was a new concept and as it was in its infancy we were unable to judge its effectiveness.” from the report
- 01How has the new manager and management structure developed since the May 2017 inspection?
- 02How do you make sure staffing levels increase when people's needs change?
- 03How are each person's hobbies, relationships and personal preferences included in their care plan?
- 04What activities are available for someone with my relative's interests and abilities?
- 05How are medicine checks, risk assessments and incident reviews completed and followed up?
This was an unannounced inspection covering all five key questions; the report says the previous comprehensive inspection was in December 2015. This explanation was written from the published report of 20 July 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 The Manor Cottage
3 rated inspections over 5 years: the service has improved, from Good to Outstanding.
- May 2020Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- July 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
- April 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- February 2012
Report published without a new overall rating.
- September 2011
Report published without a new overall rating.
- March 2011
Registered with the Care Quality Commission on 16 March 2011.
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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39 live-in carers within about an hour of South Gloucestershire
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 £1,280 a week. 32 can care for a couple. 11 years' experience on average.
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
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.