Marner House

The home consists of a main house with 8 bedrooms, and 4 step down flats, which are located across 2 buildings, each comprising a ground floor and 1st floor flat. Although designed to promote greater independence, the flats are registered as care home beds and were included as part of this inspection. We assessed standards across all areas of the home where people lived to ensure people received safe, effective and consistent care. This inspection was undertaken as an aged rating, and we reviewed all 5 key questions under our single assessment framework.

Staff demonstrated a strong commitment to person-centred care. Care plans were detailed, regularly reviewed and reflected people's individual histories, preferences, goals and aspirations. Staff understood people's unique needs and adapted their support accordingly.

The registered manager and deputy manager were highly visible, approachable and demonstrated a thorough understanding of the people living at the service. They championed a culture of kindness, learning and continuous improvement, empowering staff to contribute ideas and develop their skills. Staff, relatives and professionals consistently praised the management team, describing them as supportive, fair and committed to achieving the best outcomes for people. Leaders promoted an open and inclusive culture where staff felt valued and confident to raise concerns, seek advice and contribute to the development of the service.

There were sufficient staff available to meet people's day-to-day needs and provide personalised support in line with their care plans. People, relatives and professionals told us staff were responsive, knew people well and had time to provide meaningful support that promoted positive outcomes. However, we identified concerns regarding whether staffing arrangements during the night were always sufficient to safely manage emergency situations.

Staff were recruited safely and received appropriate training. Flexible working arrangements supported staff wellbeing and work-life balance. Staff told us they enjoyed working at the home and the culture was consistently positive.

Governance arrangements were mostly effective. A range of audits, competency assessments and quality assurance processes were in place to monitor the service and drive improvement. However, improvements were required in relation to environmental safety and processes to ensure infection prevention and control standards were maintained across all areas of the home.