Shannon Court

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Whilst there were some improvements to be made, the registered manager was receptive to our findings and demonstrated a willingness and commitment to make any required improvements where shortfalls were identified. People implied the service was well managed and led. Staff were supported and valued. The provider’s governance arrangements monitored people’s experience to help drive improvement.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff spoke positively about their overall experience working at the service. They told us they would recommend it as a place to work and a place for a family member or loved one to be cared for.

The provider had robust arrangements in place to engage with people, relatives, staff and others to demonstrate how they listened and collaborated to develop the service.

Staff spoke positively about the leadership of the service, stating the registered manager and management team were visible and supportive. Comments included, "The management supports us very well", "The care team leaders are very friendly and our registered manager is very approachable. You can go to them and ask them anything" and "It's a lovely place to work. I would say [registered manager] listens, they have an 'open door' policy and since I've worked here, to me, they are the best manager so far." Another staff member also spoke positively about the registered manager being 'hands on' stating, "There are no jobs they wouldn't do. Sometimes they collect the plates and takes them to the kitchen and cleans the smoking area. If they see something that must be done, they do it."

There was a clear management structure in place at Shannon Court with easily identifiable lead roles. The registered manager was visible and had an ‘open door’ policy whereby they encouraged people using the service, relatives and staff to speak with them about any issues, concerns or work-related issues.

Staff told us they felt confident in speaking up about any worries they may experience and implied they would be supported, and the registered manager would take appropriate action.

The provider had a whistleblowing policy and procedure in place for staff to follow. Information was available to staff about how and where to raise concerns.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager demonstrated a good understanding of regulatory requirements and understood the importance of their role and responsibilities, including the importance of effective oversight of the service.

The provider’s quality assurance arrangements monitored people’s experience through its internal auditing processes. This information was used to help the provider, registered manager and management team, drive improvement, including the monitoring of trends and lessons learned. However, as previously highlighted within this assessment report, improvements were required to ensure risks to people were clearly recorded to mitigate any potential risks to people’s safety, responding to people’s immediate needs and ensuring people were routinely given choices. Following feedback with the registered manager, an action plan was forwarded to us detailing the actions being taken to make the required improvements.

Relatives were complimentary regarding the management of the service, indicating the service was well managed and led. Comments recorded on an external care home website noted, “The management team are very good” and “The management team are excellent.”

The registered manager ensured they kept themselves and staff up to date with current guidance and learning by accessing the Care Quality Commissions website and reviewing National Institute for Health and Care Excellence [NICE] guidance. Shannon Court was part of 3 local initiatives. In February 2024, Shannon Court was selected by the local Integrated Care Board [ICB] to take part within the Reminiscence Interactive Therapeutic Activities [RITA] pilot. The service was also part of the Admiral Nurse Project which is designed to enhance the skills and competencies for staff working in care homes to support older people with complex needs. The registered manager also confirmed the service was involved with the local dementia accreditation programme.

People did not raise any concerns about collaborative and partnership working.

Documentary evidence indicated the management team and staff worked in partnership with key organisations to support care provision, service development and joined-up care. The registered manager confirmed the service had a good working relationship with a range of professionals and services, for example, Local Authority, Integrated Care Board [ICB], Speech and Language Team [SALT], local GP surgery, dietician and dementia team.

When things went wrong or improvements were required, the registered manager demonstrated a willingness, commitment and positive attitude to make the required improvements, whilst ensuring staff were able to contribute and speak up.

There were processes in place to ensure that learning happened when things go wrong. For example, despite some identified shortfalls found as part of this assessment relating to record keeping, the registered manager was able to demonstrate that frequent discussions and meetings had and were continually being undertaken with senior staff about the importance of good record keeping and ensuring information was up to date.