Enter and view: Clore Manor

Healthwatch Barnet carried out an announced Enter and View visit to Clore Manor on 18 May 2016. Clore Manor, operated by Jewish Care, provides residential care for up to 72 older people, including people living with dementia. It follows Orthodox Jewish traditions and kosher dietary requirements while allowing residents personal choice within their own rooms. At the time of the visit, 66 residents were living in the home. 

Overall, Healthwatch found Clore Manor to be a caring and well-managed home with a warm and positive atmosphere. Inspectors observed friendly interactions between staff and residents and concluded that the manager demonstrated a strong understanding of residents’ needs and the home’s Jewish cultural and religious traditions.

The home consisted of three separate units accommodating residents with different levels of need, including a specialist dementia unit. Communal areas were generally bright, clean and welcoming, and residents had access to lounges, small kitchen areas, gardens and Wi-Fi in many parts of the home. However, inspectors noted that some areas appeared slightly dated, one bedroom window was dirty, and the dementia lounge felt poorly ventilated. Concerns were also raised about the limited availability of quiet communal spaces away from television noise. 

Care planning arrangements were thorough. Residents were assessed before admission and detailed care plans were prepared and reviewed regularly. Where residents had capacity, they were involved in reviewing and signing care plans, and relatives could also contribute where appropriate. However, Healthwatch found that not all residents were aware of the existence of their care plans, and staff reported that having additional protected time to complete documentation would be beneficial. 

The home provided comprehensive healthcare support. Residents had access to regular GP visits, out-of-hours medical services, podiatry, optometry and district nursing support. Staff monitored hydration, nutrition and pressure care, and residents confirmed they could obtain drinks whenever they wished. Healthwatch noted that access to dental services remained difficult and identified this as an area requiring improvement. 

Religious and spiritual needs were strongly supported. An Orthodox rabbi visited regularly to provide pastoral support, religious services and end-of-life support for residents, relatives and staff. The home also followed the Gold Standards Framework for end-of-life care and sought to support residents to remain at Clore Manor at the end of life whenever possible.

Staffing arrangements were generally positive. The manager reported that staff turnover had improved significantly compared with previous years, and the home preferred to use trained bank staff rather than agency workers whenever possible. Staff received regular supervision, appraisals and a broad range of training covering dementia care, safeguarding, moving and handling, infection control, mental capacity, diabetes and Jewish cultural awareness. 

The activities programme was varied and well established. Residents could participate in music therapy, gardening, arts and crafts, exercise sessions, movement activities, religious celebrations and one-to-one engagement. Inspectors observed residents enjoying both group activities and a live musical performance during the visit. 

Food provision was viewed positively. Menus offered a range of choices, specialist diets were supported and residents could eat in communal areas or in their rooms according to preference. Pureed meals were prepared using moulds to make them resemble standard meals. However, inspectors noted that residents were not routinely encouraged to wash their hands before meals. 

The home maintained regular engagement with residents and families through meetings, surveys and family forums. Complaints were handled through Jewish Care’s central processes, although Healthwatch was surprised that no local complaints log was maintained at the home itself. 

Overall, Healthwatch concluded that Clore Manor provided high-quality, compassionate care within a supportive and respectful environment. One resident summed up the prevailing view by remarking that although they disliked living in any care home, “there is none better than Clore Manor” and described the staff as “magnificent”.

Healthwatch recommended reviewing television use in lounges, improving access to dental care, introducing a local complaints log, encouraging handwashing before meals, increasing family involvement in care planning, recording residents’ end-of-life and burial wishes where appropriate, making greater use of quiet spaces and extending specialist training opportunities to more staff. The home accepted most recommendations and subsequently implemented actions including improving dental arrangements, introducing a complaints log and increasing visibility of complaints information.