The inspection took place on 25 November 2015 and was unannounced.
Manor Lodge provides accommodation and personal care including nursing care for up to 120 older people some of whom may be living with dementia. The service has four units offering residential, residential dementia, nursing and nursing dementia care.
On the day of our inspection, 115 people were using the service. There were a mix of men and women and people from different cultural backgrounds. A number of different faiths were practiced.
There was a registered manager in place. 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.
The service had appropriate systems in place to keep people safe and staff followed these guidelines when they supported people. There were sufficient numbers of care staff available to meet people’s care needs and people received their medicine as prescribed and on time.
The provider had a robust recruitment process in place to protect people and staff had been recruited safely. Staff had the right skills and knowledge to provide care and support to people.
People were treated with kindness, compassion and warmth by staff who knew them well and who listened to their views and preferences. Their dignity and well-being was respected and their individuality maintained. Staff were committed and highly motivated in their work.
People’s health and emotional needs were assessed, monitored and met in order for them to live well. The service was individualised and person centred. The service worked closely with relevant health care professionals. People received the support they needed to have a healthy diet that met their individual needs. The food and drink available was to a high standard.
People were able to raise concerns and give their views and opinions and these were listened to and acted upon. Staff received guidance about people’s care from up to date information about their changing needs.
There was a strong registered manager who was visible in the service and worked well together with the team. People were well cared for by staff who were supported and valued.
Management systems were in place to check and audit the quality of the service. The views of people were taken into account to make improvements and develop the service.