The Maple Care Home - PAMMS Assessment Report
Stockton-on-Tees Borough Council (SBC) are utilising the Provider Assessment and Market Management Solutions (PAMMS) in our quality assurance process. PAMMS is an online assessment tool developed in collaboration with Directors of Adult Social Services (ADASS) East and regional Local Authorities. It is designed to assist us assess the quality of care delivered by providers.
The summary table below detail the PAMMS assessments undertaken for the contracted Older Persons (OP) care home throughout April 2024 to March 2025.
| New PAMMS rating | Previous PAMMS Rating | |
|---|---|---|
| Overall rating | Good | Requires Improvement |
| Involvement and information | Good | Requires Improvement |
| Personalised care and support | Good | Requires Improvement |
| Safeguarding and safety | Good | Good |
| Suitability of staffing | Good | Requires Improvement |
| Quality of management | Good | Requires Improvement |
Date of inspection
13 and 14 November 2025
Date assessment was published
26 December 2026
Date previous assessment was published
10 September 2024
PAMMS Assessment Summary (Positive Outcomes, Observations and Concerns)
The home uses an electronic care planning system. Management create the initial care plans based on information gathered during a comprehensive pre-admission assessment. The care plans reviewed featured detailed front pages, including a concise overview, identified risks, a medical summary, key contacts, and information regarding Power of Attorney (POA) and Do Not Attempt Resuscitation (DNAR) status. Care plans were designed to promote independence by clearly outlining the tasks Residents could manage themselves and those requiring support. Reviews of care plans demonstrated changes in the level of need and support in response to Residents' declining health.
Staff could confidently explain how they respect the privacy and dignity of Residents. Staff could give examples of how they respect resident choice, and the choices they offer them. Staff spoken with were aware of, and support Equal Opportunities and Diversity, they receive copies of the policies during induction and have also completed training. Staff understand the need to always be respectful to Residents and maintain their privacy and dignity. Staff spoke of knocking on Residents doors before entering their room, always seeking consent, and allowing choice and independence.
During the assessment, staff consistently demonstrated respectful, person-centred care practices. Consent was obtained from Residents both before and throughout the delivery of care. Staff knocked prior to entering rooms and allowed sufficient time for Residents to respond. They displayed patience and attentiveness, showing strong skills in interpreting non-verbal clues. Staff were able to explain how they supported Residents who were non-verbal or unable to provide verbal consent. Throughout care interactions, staff communicated clearly, explaining each step of the process and seeking ongoing consent.
Staff were observed discussing meal choices available that day with the Residents and a pictorial menu is also available to help those who find visual information useful. Portion sizes were good, and more was offered to the Resident if required. Staff were observed to give choices of drinks and snacks from the trolley's morning and afternoon.
The menu's evidenced a good level of seasonal dishes, with a wide range of choice across the week. Staff were observed wearing suitable Personal Protective Equipment (PPE) in relation to food hygiene. Food was seen to be covered when being transported. The Maple had its last food hygiene inspection 1 October 2025 and received a five-star (Very Good) rating.
The observed medication rounds were conducted to a high standard. The trolley was cleaned prior to use, and excellent hand hygiene practices were consistently followed. The staff member communicated clearly throughout the process, obtained consent from Residents before administering medication, and demonstrated respectful and engaging interactions. Support with eye drops and topical medication was also observed. The overall approach was calm, thorough, and unhurried. All staff administering medication hold the level 3 qualification in medication and receive regular training updates. Twice yearly medication competencies are carried out together with an annual topical competency, which were due end of November and beginning of December.
Appraisals had been carried out the beginning of 2025, but Supervisions had not been conducted in the first half of the year. Supervisions had been carried out over the last 3 months but were still not at the required contractual level for the previous 12-month period.
Regular departmental and general Staff meeting have been put in place by the new Manager. These are advertised in advance, an agenda displayed for discussion points to be added, and minutes circulated following the meeting.
Only one Residents meeting has been held, these need to be scheduled on a regular basis and advertised so that visitors and representative can attend and contribute.
The Provider has put in place the necessary tools to allow individuals to voice their concerns. A current Safeguarding Policy is displayed in the Home, the complaints policy is also displayed and included in the Service Users Guide.
Both the Whistleblowing and Safeguarding policies are contained in the Staff Handbook and discussion with Staff confirmed their knowledge.
The Home displays the Quality Assurance report, compiled using survey feedback, in the foyer of the home to show how they have acted on comments.
Management have an open-door policy and staff spoken with confirmed that they have opportunity to voice any concerns and would be happy to do so if necessary.
The building appeared well maintained and was very homely. No visual hazards were apparent during the days of the PAMMS assessment, exits were clear of obstruction and flooring was in good repair. External doors were secured, and visitors are asked to produce suitable identification and sign in and out. The Home incorporates dementia-friendly design features, such as coloured bedroom doors, clear bathroom signage and an orientation board displaying the season, month, day, and current weather.
The Home received its Dementia friendly award on the 12 of May 2025.
Plans and Actions to Address Concerns and Improve Quality and Compliance
The provider will complete an action plan to address the areas identified as 'Requires Improvement' to ensure full compliance and improve quality. Progress towards meeting the action plan will be monitored by the Quality Assurance & Compliance (QuAC) Officer.
Level of Quality Assurance and Contract Compliance Monitoring
Level 1 - No Concerns, minor concerns - standard monitoring.
Level of Engagement with the Authority
The Manager has a positive relationship with the QuAC Officer, maintaining honest and open communications and responding to requests for information in a timely manner.
Engagement and Support from Transformation Managers
The home engages on some level with the Transformation Team - the Activity Coordinators attend all networking and activities in the community, and the manager attends the Provider Forums. The Transformation Team will work with the care home to identify new opportunities that they can participate in to sustain the quality within the home.
Current Care Quality Commission (CQC) Assessment - Date of Report Publication and Overall Rating
Date of inspection
5 October 2022
Overall rating
Requires Improvement
