Stoke House is a care home that provides accommodation and respite care for up to six adults with learning disabilities or autistic spectrum disorder. At the time of our visit there were four people using the service.

The registered manager has been in post since January 2016. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

Relatives provided feedback about the caring nature of staff. Comments included, “I think they (Staff) are exceptionally caring” and “They (Staff) always look after [Name of family member] as if they’re looking after their own family.”

We observed staff used enabling positive language in their interactions with people. People were listened to, given time and supported using their preferred communication methods. Staff promoted people’s independence and supported them to exercise choice. Relatives were involved in planning and making decisions about their family member’s care.

Relatives felt their family members were safe from abuse and harm. Staff were trained and understood their responsibilities in regards to safeguarding and safe recruitment processes and checks were in place. The service had sufficient numbers of staff to keep people safe and meet their care needs. Risk assessments were in place to minimise identified risks and medicines were safely administered and managed.

Relatives felt staff were experienced and skilled to provide care and support to their family members. Comments included, “Staff are skilled, sometimes my daughter needs medicine for her epilepsy and staff are trained to give it” and “I think they are very competent.” Staff received appropriate induction, supervision and training.

We found the service acted in accordance with the Mental Capacity Act 2005. Consent was sought from people or their family members who had legal authority to give it. People were effectively supported at meal times. Care records contained information about each persons; dietary needs and preferences. Health action plans ensured people’s health needs were met.

Relatives felt the care and support delivered was personalised. We heard comments such as, “They (Staff) look at [Name of person] to see what she likes. The care is very personalised for example, staff will say, ‘This is what [Name of person] likes and this is what [Name of person] prefers.”

Care records captured people’s preferences, interests, aspirations and diverse needs. People were engaged in meaningful activities that enhanced their social well-being. Care plans and risk assessments were regularly reviewed and kept up to date and relatives said they knew how to make a complaint but had no need to do this.

Relatives felt the service was well-managed. Comments included, “It is well-managed, and they (management) know the young adults very well. The service is managed to a very good standard” and “It is managed extremely well from financial to caring. Their (staff) dedication is without question.”

Staff described the culture of the service as open and spoke positively about management. Quality assurance systems were in place to improve the quality and safety of people who used the service. We have made a recommendation in regards to the completion of the staff training matrix. The service actively encouraged feedback from people and their family members about the quality of care delivered.