Cliveden Manor Care Home

The service demonstrated a positive culture of safety, openness and learning. Staff reported incidents appropriately, with lessons learned shared across the service and other homes within the provider’s ownership. Safeguarding concerns were managed effectively in partnership with external agencies.

The provider worked well with healthcare professionals to ensure safe transitions of care and continuity of support. Staff knew people well, communicated effectively through handovers, and supported people to access healthcare services promptly. People were encouraged to take positive risks that promoted their independence, choice and wellbeing, while appropriate measures were in place to reduce the risk of harm.

People were supported by a caring, compassionate and well-trained staff team. Staff treated people with dignity and respect, understood their individual preferences and routines, and actively promoted independence. People, relatives and professionals consistently provided highly positive feedback about the kindness, responsiveness and commitment of staff.

There were effective systems for staff recruitment, training, supervision, infection prevention and control, and quality monitoring. Leaders were visible, approachable and responsive, and embodied a transparent, open and honest culture.

The service demonstrated strong partnership working with healthcare professionals and provided people with access to healthcare, therapies and specialist support. People were supported to maintain their health and wellbeing, and the provider demonstrated particularly strong practice in advance care planning and end-of-life care.

However, improvements were required in some areas of record keeping. Care plans, risk assessments and health records did not always contain accurate, consistent or up-to-date information. Medicines records did not always clearly evidence actions taken following missed medicines, and some medicines information was inconsistent. Mental Capacity Act and consent records did not always fully demonstrate compliance with legal requirements.

Further improvements were needed to strengthen environmental safety systems, including oversight of oxygen storage, Personal Emergency Evacuation Plans (PEEPs), water safety monitoring and follow-up actions.

Although staff clearly understood people's needs and care was delivered safely, some staff reported workload pressures and felt staffing levels did not always reflect people's increasing dependency needs.

Overall, people experienced kind, person-centred and responsive care, supported by a positive culture and committed leadership, with identified areas for improvement already recognised and being addressed by the provider.