About the service:

Urmston Manor is a residential care home that provides accommodation and personal care to up to 24 older adults, some of whom are living with dementia. The service is based in an old residential house that has been adapted to meet the needs of the people living there. At the time of our inspection there were 24 people living at the home.

People’s experience of using this service:

• People experienced highly person-centred care that they described as going above and beyond their expectations. Staff knew people well and used this information to support people to continue to live meaningful lives where they continued to engage with their local community and people that were important to them.

• There was a caring ethos that ran throughout out all aspects of the service. People described staff as exceptionally caring and person-centred in their approach.

• Staff acted as ‘champions’ for key areas such as end of life care, nutrition/hydration, dementia and safeguarding. The champions were supported and empowered to undertake relevant learning and to introduce ideas to improve the quality of care.

• Staff went ‘above and beyond’ to help ensure people continued to take part in groups and activities of interest to them.

• The registered manager had introduced initiatives including a policy that no-one would attend hospital alone and that people would be visited frequently in hospital. Such changes had a positive impact on people’s wellbeing and helped ensure effective transfers of care.

• Creative approaches had been adopted to help ensure positive outcomes for people using the service. People and their relatives were given the opportunity to join in with staff training, including training in relation to dementia.

• Feedback from professionals, staff, people using the service and relatives was without exception, exceedingly positive in relation to the management of the service, and the support provided to people living at the home.

• Effective end of life care was provided, that included a high level of support for families and people living at the home who had been bereaved.

• The service’s caring approach extended beyond the home itself. For example, people who may have been isolated at Christmas were invited and attended the service on Christmas Day. The registered manager had explored options to help ensure the service was as inclusive to all people as it could be.

• The service acted on the feedback of people using the service, staff and relevant others to make improvements.

• Staff felt valued and were highly motivated to provide a high-quality service. Relatives and people using the service spoke about staff member’s attention to detail in providing a personalised service.

• People received care in a safe environment that met their needs.

Rating at last inspection:

This is the first inspection we have carried out of the service since it was registered with the CQC in April 2018. When we last inspected the service under the management of the former provider, we rated the service requires improvement overall (report published 10 April 2018).

Why we inspected:

This was a routine scheduled comprehensive inspection carried out based on the time-scales for inspection of newly registered services. This is currently within 12 months of their first registration.

Follow up:

We will continue to carry out routine monitoring of the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk