Urmston Manor

This report from the Care Quality Commission (CQC) provides an in-depth review of Urmston Manor, a residential care home for up to 24 older adults, including those living with dementia. The inspection focused on assessing the quality and safety of the care provided, examining five key areas: safety, effectiveness, caring approach, responsiveness to needs, and leadership. The findings highlight a home where residents experience highly person-centred care, with staff demonstrating a deep understanding of individual needs and preferences. The report details numerous initiatives and improvements implemented by the registered manager, many of which involved empowering staff to take lead roles in specific care areas. This proactive approach has fostered a positive and supportive environment for both residents and staff, resulting in a consistently high standard of care.

In terms of safety, the home has robust systems in place to protect residents from abuse and avoidable harm, with staff well-trained and vigilant. While most risk assessments were clear, one pressure ulcer risk assessment lacked sufficient detail, though the manager was aware and care was not compromised. Recruitment practices for staff employed before the current management were not fully compliant, but all new staff have undergone appropriate checks. On effectiveness, care delivery consistently exceeded expectations, with staff acting as champions for key areas like end-of-life care and nutrition. Initiatives like the 'never alone' policy for hospital visits and staff training in basic health observations have significantly improved resident outcomes and collaborations with healthcare professionals.

The caring aspect of the service is exceptionally strong, with residents and their relatives describing staff as highly compassionate and dedicated. Staff are empowered to go above and beyond, ensuring residents maintain meaningful connections with their communities. Regarding responsiveness, the home actively seeks and acts upon feedback from residents, relatives, and professionals to drive continuous improvement. This is evident in creative approaches to meeting diverse needs and ensuring residents remain engaged with their interests and the wider community. Finally, concerning leadership, the service is exceptionally well-led, with the registered manager fostering a culture of high standards and continuous development. This is reflected in highly motivated staff and exceptionally positive feedback from all stakeholders.