Kindness and compassion shown by staff towards residents at Manor Gardens Care Home are highlighted in a Care Quality Commission report following an inspection last month.
The inspection was a follow-up to one carried out in January and operations director Alison Barnes – who re-joined the home in February after helping to set up and run another home – said she had introduced a lot of changes since her arrival and that was recognised in the latest report.
She added there was more to be done but she was pleased that inspectors noted that residents, their relatives and visiting professionals were positive about care, the approach of staff and atmosphere in the home, which is at Herons Ghyll between Uckfield and Crowborough.
Most importantly to Alison the inspectors said: “People were looked after by staff who knew and understood them well. Staff treated people with kindness and compassion and supported them to maintain their independence.
“They showed respect and maintained people’s dignity. Care plans were personalised and reflected people’s individual needs and preferences.”
Top priority for Alison when she arrived at Manor Gardens was employing more nurses, care assistants and team leaders and she was pleased to have achieved that. There is no need now to use agency staff.
She added: “I am particularly pleased that the CQC inspectors have noted that our staff are kind, caring and well-trained.”
Alison also welcomed the home being described as clean, well decorated and maintained and said it was good to see compliments about the food and choices available. Inspectors wrote that mealtimes were “pleasurable occasions with lots of relaxed chatting”.
Manor Gardens was judged ‘good’ in three out of five categories considered by the CQC inspectors. They related to the service being effective, caring and responsive.
Two areas were recommended for improvement. They related to ensuring the service was safe and well-led.
Alison said a new home manager, Liz Castle, appointed in August just before the September inspection, is helping to build on what has already been achieved. The new management team are passionate about high standards of care and want to ensure that the residents total needs are met to enable them to live in a warm, friendly and homely environment.
Alison added: “The most important thing to all of us at Manor Gardens is to create a safe and happy environment for our residents and it was good to see comments in the report like these from our residents:
- ‘The staff are fully dedicated’
- ‘To say I am happy here is an understatement, staff are so friendly here’
- ‘The staff are all kind and friendly nothing is too much trouble’
- ‘Staff are all very willing and keen to please and be helpful’
- ‘I cannot fault the staff, they are caring and understanding and they listen’
- ‘The food is marvellous. If you want things they get them for you.’”
Alison said part of the ethos at Manor Gardens was to treat people as individuals and that was reflected in the CQC report.
The inspectors wrote: “Routine care schedules were not part of daily practice in the service and this allowed an individual approach to care.”
The CQC report says residents knew there had been changes within the management of the home. They knew both the operations director and home manager who had high profiles in the service. They had faith in the new management structure and the senior staff in the service.
Alison said the latest report was good news for the wider community as well as staff and residents at Manor Gardens.
She added: “Our residents are local people and our staff are local too, so the inspectors’ comments are a cause for celebration. It is wonderful the way everybody here has embraced change and achieved so much. The whole team are fundamental to what has been achieved and I congratulate them.”
Alison said: “We would like to invite people to come and visit the home, whether they are looking for themselves or family members or seeking employment to see for themselves what a lovely environment we now have to live and work in.”