Horkesley Manor

This report details an inspection of Great Horkesley Manor, a residential care home. The inspection found that recent changes in management and a reliance on agency staff have impacted the overall quality of care. While some areas show promise, there are key areas requiring improvement to ensure residents receive consistent and high-quality support. The report highlights specific issues across several categories that need attention from the provider to enhance the resident experience and safety.

On safety, the home had not always identified and managed risks effectively, such as maintaining high temperatures during a heat alert or ensuring fire doors were not propped open, posing a danger. Infection control practices also needed improvement, with inconsistent adherence to guidance and issues with cleaning and waste disposal. Staffing levels were a concern, with reports of long waits for assistance and insufficient staff with the right skills, particularly due to the high use of temporary staff.

In terms of how effective the care is, while residents' rooms were being redecorated and appropriate mobility equipment was provided, there were significant concerns regarding the cleanliness and maintenance of the premises, including bathrooms. Additionally, while people were supported to make choices and involve healthcare professionals, record-keeping for fluid intake required improvement to ensure residents remained well-hydrated.

Regarding caring, staff interactions were not always noted as positive in the provided text, and a lack of teamwork among staff impacted care delivery. However, residents were supported to have maximum choice and control of their lives, and essential healthcare professionals were involved when needed.

On responsiveness, the service did not always meet people's needs in a timely manner, particularly concerning call bell response times and toileting needs. Complaints were not consistently used as an opportunity for learning and improvement, suggesting a missed opportunity to enhance services based on feedback.

Finally, in terms of how well-led the service is, a lack of clear leadership and management oversight was evident, contributing to the other issues identified. Staff were not aware of the provider's aims and objectives, and low staff morale was reported, with staff not working effectively as a team. Governance systems were not always effective in identifying areas needing improvement, meaning risks were not always mitigated proactively.