CQC report explained · a residential care home
What the CQC found at The Manor House Whickham
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors were assured about infection prevention and control, including PPE, testing, cleaning, visitor screening and managing outbreaks. The provider said it had measures to reduce the risks from COVID-19-related staffing pressures.
- Effective?
- Good
- This question was not assessed in this targeted inspection.
- Caring?
- Outstanding
- This question was not assessed in this targeted inspection.
- Responsive?
- Good
- This question was not assessed in this targeted inspection.
- Well-led?
- Outstanding
- This question was not assessed in this targeted inspection.
What inspectors found, January 2022
Inspected but not rated; inspectors found strong COVID-19 infection control and visiting arrangements.
This was an announced, targeted inspection on 12 January 2022. Inspectors looked at infection prevention and control, visiting arrangements and whether COVID-19 staffing pressures affected care.
The home had detailed measures during a COVID-19 outbreak. Inspectors found suitable testing, visitor screening, PPE, hand sanitiser, cleaning and infection control arrangements. People and relatives were supported to keep in touch through video calls, a visiting pod and communal garden visits.
The service was inspected but not rated. Only the Safe question was considered, and it was recorded as inspected but not rated. This report does not provide an overall quality rating or ratings for the other four questions.
COVID-19 planning
The home had detailed policies for managing COVID-19 risks, including during an outbreak.
“The home had comprehensive policies and procedures to manage any risks associated with the COVID-19 pandemic.” from the report
Keeping families connected
When visits were limited, people and relatives could use video calls, a visiting pod and communal gardens to maintain contact.
“People living in the home and their relatives were supported via alternative forms of maintaining social contact when visiting had to be limited to manage an outbreak of COVID-19.” from the report
Visitor screening and testing
The home had regular COVID-19 testing and screened visitors before entry, including checks of vaccination evidence and lateral flow tests.
“All visitors, including professionals were subject to a range of screening procedures, including taking of temperature, showing evidence of vaccination and a negative lateral flow test before entry into the home was allowed.” from the report
PPE and hand hygiene
Inspectors saw staff using PPE correctly. PPE and hand sanitiser were available, with signs reminding staff of their responsibilities.
“There was an ample supply of PPE for staff and any visitors to use. Hand sanitiser was readily available throughout the service.” from the report
Enhanced cleaning
The home had kept an enhanced outbreak cleaning programme in place throughout the pandemic.
“The home had implemented and maintained an enhanced outbreak cleaning regime since the start of the pandemic, irrespective of the infection status within the home.” from the report
Inspectors raised no specific concerns in this report.
- 01What infection control and visiting arrangements are in place now, and how have they changed since the inspection on 12 January 2022?
- 02How do you manage visits during a COVID-19 outbreak or other infection outbreak?
- 03How often are residents, staff and visitors tested, and what screening is required before entry?
- 04How do you make sure there is enough PPE and that staff are trained to use it correctly?
- 05What staffing pressures are you experiencing now, and how do you make sure they do not affect residents' care?
This was a targeted inspection of infection prevention and control, visiting arrangements and COVID-19-related staffing pressures; it was not a full assessment of all five quality questions. This explanation was written from the published report of 20 January 2022 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, September 2019
Rated Outstanding; inspectors found exceptionally caring, person-centred support and very strong leadership, with the other areas rated Good.
This was an unannounced inspection carried out over three days. Inspectors spoke with eight people using the service, eight family members, 12 staff and two healthcare professionals. They also observed care and checked care, medicine, staff and management records.
The overall rating was Outstanding. Caring and Well-led were rated Outstanding. Safe, Effective and Responsive were rated Good. Inspectors found that people were treated with kindness, involved in decisions, supported to remain independent and helped to take part in activities and community life.
The home had enough staff, safe medicine arrangements and good systems for managing risks. Staff were trained and worked well with healthcare professionals. The rating improved from Good at the previous inspection, with Caring and Well-led moving up to Outstanding.
Kind and personal care
Staff understood people's emotions and individual needs. Inspectors saw staff offering sensitive support and going beyond their usual role to make people feel valued.
“Staff demonstrated empathy and a real understanding of people's needs.” from the report
Choice and independence
People were involved in decisions about their care and could pursue personal goals. Supporting people to remain independent was part of everyday practice.
“Promoting independence was thoroughly embedded into the service.” from the report
Strong leadership
Leaders were visible, approachable and open to feedback. Staff felt supported and able to contribute ideas or challenge practice.
“There was strong, clear leadership at the service.” from the report
Learning and improvement
The home used training, audits and outside guidance to improve areas such as oral hygiene, hydration, nutrition and wound care.
“There was a strong emphasis on continuous improvement.” from the report
Good links with professionals
Staff worked closely with healthcare professionals and contacted them promptly when they had concerns. People were supported to access healthcare and attend appointments.
“Staff worked extremely well in collaboration with other professionals.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you assess and review my relative's individual care needs before they move in?
- 02How do you use the dependency tool to decide staffing levels, and what happens if my relative's needs increase?
- 03How will you support my relative's communication, independence, religious or spiritual needs and personal interests?
- 04How are medicines checked, and how do you make sure staff remain competent to administer them safely?
- 05How would you involve our family in decisions about care, complaints and end of life wishes?
This was an unannounced planned inspection covering all five key questions, including the care provided and the care home premises. This explanation was written from the published report of 3 September 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.
Every inspection of The Manor House Whickham
3 rated inspections over 5 years: the service has improved, from Good to Outstanding.
- January 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- September 2019Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- January 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2014GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2013
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- December 2012
Report published without a new overall rating.
- December 2011
Report published without a new overall rating.
- April 2011
Registered with the Care Quality Commission on 17 April 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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48 live-in carers within about an hour of Gateshead
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 £950 to £1,240 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
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.