Enter and view: Grace Manor Care Centre

Healthwatch Medway carried out an announced Enter and View visit to Grace Manor Care Centre in Gillingham on 28 January 2016. During the visit, representatives spoke with 25 residents, five relatives or carers, and eight members of staff to assess the quality of care, activities, environment, and relationships within the home. 

Grace Manor is a residential care home providing 24-hour care for older people, including specialist dementia care and respite services. At the time of the visit, there were 50 residents living at the home. The service had previously received an overall rating of Inadequate from the Care Quality Commission (CQC) in November 2015. 

Healthwatch found the home to be clean, busy, and vibrant. Staff reported that improvements had been made following the CQC inspection, and several staff members commented that teamwork and standards had improved. The dementia unit had also been redecorated. 

Staffing levels were described as adequate, with registered nurses and care staff on duty during both day and night shifts. Agency staff were used when necessary and were reported to be familiar with residents’ needs and preferences. Residents had access to a range of healthcare services, including GP support, community care teams, end-of-life care, and visiting specialists such as hairdressers, opticians, physiotherapists, and chiropodists. 

The inspectors observed that residents could choose where they ate their meals and that staff were aware of individual food preferences. Fresh fruit and snacks were available. Bedrooms were personalised with photographs and information about residents’ interests, and clear signage was used throughout the building to support people with dementia. However, the menu offered only two meal options and was considered limited. 

Although no organised activities were taking place during the visit, Healthwatch was informed that activities were available seven days a week and included outings, seasonal events, church attendance, and personalised support for people with dementia. A dedicated dementia specialist worked with residents to identify their interests and preferences. The home also had plans to develop a sensory garden. 

Staff were observed treating residents with dignity and respect, and care plans were reviewed regularly. Healthwatch noted that action had been taken to address previous concerns about laundry processes and potential cross-contamination of linen. The complaints procedure was clearly displayed. 

Relationships between the home, residents, and relatives appeared positive. Family members reported that the atmosphere had improved and praised the caring approach of staff. Healthwatch attended a residents’ meeting, which was well attended by relatives and staff and provided an opportunity to discuss concerns and updates about the home. 

However, the visit identified some areas for improvement. The lift was in poor condition, with damaged flooring and dirt in the guide runners. There was no separate television room, and signage for stairs was inadequate. Healthwatch also recommended that all staff, including agency workers, wear name badges; that large clocks be displayed in communal areas; that reminiscence resources be expanded; that the garden be better maintained and developed; and that meal choices be increased. 

Overall, Healthwatch found evidence of positive changes and caring staff at Grace Manor, but concluded that further improvements to the environment, activities, and resident experience would be beneficial. The care home chose not to provide a formal response to the report.