Manor Care Centre is registered to provide accommodation and personal care for 41people. It can accommodate older people, people who live with dementia and people who need support to manage their mental health. At the time of our inspection visit there were 41people living in the service. Nearly all of them were older people most of whom lived with dementia.

The service was run by a company that was the registered provider. The company employed an operations manager who oversaw Manor Care Centre and a number of other similar services they ran. There was also registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run. In this report when we speak about both the company (represented by the operations manager) and the registered manager we refer to them as being, ‘the registered persons’.

At the last inspection on 4 June 2015 the service was rated Good.

At this inspection we found the service remained Good.

This inspection was unannounced and was carried out on 17 May 2017.

Care staff knew how to keep people safe from the risk of abuse. Although people had been helped to avoid preventable accidents some parts of accommodation had not been well cleaned and did not have a fresh atmosphere. Medicines were safely managed and there were enough care staff on duty to provide people with the personal care they needed. Background checks had been completed before new care staff had been appointed.

Care staff knew how to support people in the right way. Although people had been helped to eat and drink enough the lunch-time meal was not well managed and was not an enjoyable experience for everyone. People had been helped to obtain all of the healthcare assistance they needed.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice.

People were treated with compassion and respect. Care staff recognised people’s right to privacy and promoted their dignity. Confidential information was kept private.

People had received all of the care they needed. Although care staff promoted positive outcomes for people who lived with dementia, more needed to be done to make it easier for people to find their way around their home. People had been offered opportunities to pursue their hobbies and interests and there was a system for quickly resolving complaints.

People had been consulted about the development of their home. Although quality checks had been completed some of them needed to be strengthened so that problems in the running of the service could be more quickly addressed. These included the shortfalls noted above and other concerns relating to the maintenance of the accommodation. Care staff were supported to speak out if they had any concerns and good team work was promoted. People had benefited from care staff acting upon good practice guidance.

Further information is in the detailed findings below.

This was an unannounced inspection carried out on 4 June 2015.

There was a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Manor Care Centre provides accommodation for up to 41 people who need personal care. The service provides care for older people and people who have special mental health needs. At the time of our inspection most of the people using the service were older people who lived with dementia.

There were 34 people living in the service at the time of our inspection.

The Care Quality Commission is required by law to monitor how a provider applies the Deprivation of Liberty Safeguards under the Mental Capacity Act 2005 and to report on what we find. The safeguards protect people when they are not able to make decisions and it is necessary to deprive them of their liberty in order to keep them safe. At the time of our inspection the registered persons had been authorised to deprive 17 people of their liberty.

Staff knew how to recognise and report any concerns so that people were kept safe from harm. People were helped to avoid having accidents and their medicines were safely managed. There were enough staff on duty and background checks had been completed before new staff were appointed.

Staff had received the training and guidance they needed to assist people in the right way including helping them to eat and drink enough. People had received all of the healthcare assistance they needed. Staff had ensured that people’s rights were respected by helping them to make decisions for themselves. When this was not possible legal safeguards were followed to ensure that decisions were made in people’s best interests.

People were treated with kindness, compassion and respect. Staff recognised people’s right to privacy, respected confidential information and promoted people’s dignity.

People had received all of the care they needed including people who had special communication needs and were at risk of becoming distressed. People had been consulted about the care they wanted to receive and they were supported to celebrate their diversity. Staff had offered people the opportunity to pursue their interests and hobbies. There was a system for resolving complaints.

People had been consulted about the development of the service and quality checks had been completed. The service was run in an open and inclusive way and people had benefited from staff receiving good practice guidance.

There were 39 people living at The Manor Care Centre. We spoke with eight people who used the service, three relatives, seven members of staff and the manager.

People were all very complimentary about the service they received. Comments included, “The staff are really good, we could not wish for better staff.” A relative said, “I have nothing but praise for the home. The staff are superb. I sometimes sit in a corner of the lounge where staff entering cannot see me. They always speak to people so kindly. They are delightful.”

People were encouraged to make everyday decisions. Where they were unable to make more complex decisions the provider followed legal procedures.

Care records provided detailed information for staff to meet people’s needs. Some people had complex physical and mental health needs with plans to manage difficult situations. There were management plans to identify what may trigger behaviours. We saw examples where staff had used reassurance and distraction techniques to manage these situations.

There was a safe system for administering medicines in place. People received their medicines safely and as prescribed. .

Recruitment procedures ensured that people were protected from harm from inappropriate staff being employed

The complaints procedure was readily available. The home had been keen to respond swiftly by engaging with people who made complaints. The service had responded well to the complaints raised.

Everyone who used the service spoke positively about the staff and felt they were supported with their care needs. Without exception people said all the staff spoke to them kindly and had a great deal of patience. One person said, "Every one looks after me well."

People told us the staff called them by their preferred name and their care was personalised to their individual needs. One person said, "Staff know what I can and cant do and I just love it here so much." Another person told us, "I've been able to bring in a lot of things from my last home to decorate my bedroom." Each person we spoke with told us they enjoyed the meals and were never hungry.

The people we spoke with told us they felt safe living at the home and if they had any concerns they would speak with someone in the office.

One person we spoke with told us, “It’s lovely here. Couldn’t be better.” This person also said they were very warm and comfortable.

Another person said, “The foods good. Plenty of choice.” We asked about activities and were told by one person, “There is plenty to do. bingo, singing, craft and there is a good library. I like watching sport on television and reading.” Another person told us, “I have my hair done and my nails. I like to look my best.”