Chertsey Parklands Manor Care Home

Updated 7 July 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by three inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Parklands Manor is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Parklands Manor is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service. We sought and received feedback from one external professional. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with nine people who lived at Parklands Manor and nine relatives about their experience of the care provided. We spoke with 13 staff members, including the registered manager, clinical lead, dementia care manager, head chef and regional director. We reviewed a range of records. This included eight people's care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed. We looked at training data and quality assurance records

Updated 7 July 2022

About the service

Parklands Manor is a residential care home providing personal and nursing care. The service can support up to 90 people. The service is purpose-built and provides accommodation and facilities over three floors. The second floor provides care and support to people who are living with dementia, this area is called Meadows. The other areas of the home provide care for people requiring 'assisted living'. Some people lead a mainly independent life and use the home's facilities to support their lifestyle. At the time of our inspection, there were 71 people living at Parklands Manor.

People’s experience of using this service and what we found

People were protected from the risk of harm as robust safeguarding procedures were in place and staff had a good understanding of their responsibilities. Risks associated with people’s care and wellbeing were safely managed. People were supported by staff with the relevant skills and experience. Safe recruitment procedures were followed. People received their medicines in line with their prescriptions. The service was cleaned to a high standard and safe infection control procedures were in place.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Assessments were completed prior to people moving into the service to ensure their needs could be met. Staff were aware of people’s healthcare needs and where required people were referred to healthcare professionals in a timely manner.

People’s nutritional needs were met and monitored although people’s views of the quality of the food varied. A number of ways of providing feedback in relation to food had been established to further personalise people’s experience. People received support from staff who were caring and treated them with kindness. Staff supported people in line with their wishes and ensured their views and preferences were followed.

There was a wide range of things for people to do including the opportunity to go out should they wish. Staff were seen to spend time with people socially, both in communal areas and in their rooms. Care plans included clear guidance for staff in relation to things which were important to people and their care needs.

There was a positive culture and drive to continually improve people’s care and their experience of living at Parklands Manor. Effective quality assurance systems were in place to review the care and support people received. The management team were aware of their responsibilities in managing the service and worked in an open and transparent manner. Systems were in place to review accidents, incidents and complaints to minimise the risk of them happening again. People, relatives and staff were given the opportunity to give feedback and their views were listened to and acted upon. The service worked with a number of local charities and organisation to support people’s on-going involvement in their local community.

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

Rating at last inspection

Parklands Manor is run by two companies: WR Signature Operations Limited and Signature Senior Lifestyle Operations Ltd. These two companies have a dual registration and are jointly responsible for the services at the home. The last rating for the service under WR Signature Operations Limited was Good (published 21 February 2019).

Why we inspected

This was a planned inspection.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

During this inspection we carried out a separate thematic probe, which asked questions of the provider, people and their relatives, about the quality of oral health care support and access to dentists, for people living in the care home. This was to follow up on the findings and recommendations from our national report on oral healthcare in care homes that was published in 2019 called ‘Smiling Matters’. We will publish a follow up report to the 2019 'Smiling Matters' report, with up to date findings and recommendations about oral health, in due course.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.