We carried out our inspection visit on 14 March 2017. The inspection was unannounced.

The service provides accommodation and personal care for up to 31 older people living with dementia and similar health conditions. At the time of our inspection there were 30 people using the service.

The service had a registered manager. 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 2008 and associated Regulations about how the service is run.

Risks assessments did not always reflect known risks associated with people’s care. Staff did not always put guidance into practice to protect people from risks. Staff had not consistently followed pharmacy instructions and the provider’s guidelines for administering people’s medicines. This meant that people were at risk of not receiving their medicines as prescribed by their doctor.

People felt safe living at Abbeyfield Loughborough Society. They felt safe because they were confident that staff took the necessary steps to keep them safe. Staff knew their responsibilities to keep people safe from harm and abuse. Staff did not always put agreed guidance into practice to keep people safe.

There were sufficient numbers of staff to meet people’s needs. The provider completed relevant checks which made sure that staff had the right skills, experience and were safe to support people. Staff were provided with adequate training that they required to carry out their role effectively.

People were supported in accordance with the Mental Capacity Act (MCA) 2005. Staff sought their consent to their care and treatment.

People had enough to eat and drink. They had access to a variety of drinks, snacks and healthy meals that they told us they enjoyed. Staff were flexible in the way that they supported people with their nutritional needs. People were supported to have prompt access to healthcare services when they required it.

Staff were kind and compassionate to people. They were knowledgeable about the needs of people and enabled them to be involved in making decisions about their care and to remain as independent as possible. People were treated with dignity and respect.

People’s care plans were comprehensive and reflected people’s individual needs and the support that they received. The handover between staff of information about people was effective and supported staff to provide care that was consistent and suited to people’s needs.

People had access to a variety of activities. They were supported to maintain links with their loved ones and with the local community.

The provider listened to feedback from people using the service and their relatives and acted promptly following a complaint being received.

The provider had procedures for monitoring and assessing the service in a way that promoted continuous improvement. Where concerns had been found action was taken, without delay, to address them. People and their relatives were satisfied with the service they received. Staff felt supported in their role which enabled them to deliver a good standard of care.

This inspection took place on the 20 November 2014 and was unannounced.

Abbeyfield Loughborough Society provides accommodation for persons requiring personal care for up to 31 older people. There were 29 people using the service at the time of our inspection. The home is located in a residential area of Loughborough.

There was a registered manager in post. 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 2008 and associated Regulations about how the service is run.

People were not always safe because some people had to wait for staff to attend to them. Staff knew how to recognise abuse and what action take if they suspected this. Risks were assessed and risk management plans were in place to protect people from harm. Staff managed people’s medicine in a safe way.

Staff received the training and support they required to meet the needs of people who used the service. People were supported to eat and drink sufficient amounts and were given choice. Staff managed people’s medicine in a safe way.

People told us and we saw that staff were kind, caring and respectful. Staff knew about people’s needs and the way they preferred to be supported. People were able to pursue their hobbies and interests. There was a full and varied range of activities on offer. Staff spent time with people and supported them to take part in activities.

The culture was positive and empowering. Staff knew what was expected of them and the quality of service provision was monitored. Where audits identified risk or shortfalls, action was taken to reduce further risk and improve the quality of the service.

The registered manager explained that there had been no new admissions to the service since our last visit; therefore, as part of this follow up to the review of compliance carried out on 15 July, we looked at the records for the most recent person to move into the service. This was to check that their care plan and risk assessment documentation had been appropriately completed. We were also able to speak with them to find out their opinion of the service. They told us: “I think I have settled in alright.”

The records checked showed us that both their care plan and their risk assessment documentation had been completed and reviewed on a monthly basis. A relative visiting at the time of our visit confirmed that the person was getting the care and support they needed. They told us: “We are very impressed with it.”

During our visit we were able to speak with six people who were using the service. They told us that they were very happy with the care and support that they were provided with. One person told us: “It’s very good here. They [the staff] are all very kind and helpful.”

We were also able to speak with four visitors and five members of the staff team. This enabled us to gain their views of the overall service provided. One relative explained: “We feel that dad is treated with kindness, consideration and respect.”

We looked at some care plans and found that although most contained the actions the care workers needed to take to meet the person’s individual needs, one contained only basic information and the appropriate risk assessments relating to their health and welfare had not been carried out.

The premises were well maintained and the areas seen during our visit were bright, clean and airy.

We were told that the staff were kind and caring. One person explained: “They can’t do enough for you, they are lovely.” We observed the staff carrying out their duties in a relaxed and respectful manner and they interacted well with people throughout our visit.

During our visit we were able to speak with five people who were using the service. All told us that they were satisfied with the care and support they were receiving. One person told us, “I am quite happy with the support I receive.” Another explained, “All the staff are very good, they help me a lot.”

We were also able to talk with two visitors and six members of staff

People told us that they were treated with respect and the staff looked after them well. One person told us, “they are all lovely; they look after me very well.” Another explained, “they show me respect, they are very good like that.”

People told us that they felt safe with the carers who supported them. One person explained, “I feel safe, so far the home has never given me any concerns.” Another person told us, “I feel she is safe, I don’t worry at all.”

We were told that the food served at 42 – 44 Westfield Drive was excellent and the meal served on the day of our visit looked nutritious and appealing. One person told us, “I think it’s lovely, I couldn't do any better.” Another person explained, “the food is very good, but you get too much.”

We observed the staff going about their work in an unhurried manner, providing care and support at a pace that suited each individual person.

We spoke to four people currently using the service and one relative who was visiting at the time of our visit.

People told us that they were satisfied with the care and support they received. One person explained, “I like it here, it’s not home, but it’s very nice”. Another person told us The staff are very good, they help me with a bath, they are very kind”.

We were told that the staff were supportive and carried out their duties in a kind and patient manner. One person explained, “They are very, very nice, very patient and very welcoming”.

People explained that they felt safe living at the service, one person told us “I do feel safe, it’s safer than most places I can think of”. A relative visiting at the time told us, “I feel he is safe, I can go home and not worry”.

We were told that there was always something to do, one person explained, “They seem to do a lot of activities”.

People also shared their thoughts on the facilities available and the service as a whole, one person explained, “The food is very good and I like the fact that there is fruit always available and a cold cupboard with food and snacks that you can help yourself too, there’s also a kitchenette where you can make yourself a drink”. Another person told us that they could come and go as they pleased which was very important to them.

We were told that people were encouraged to share any issues or concerns so that these could be addressed. One person explained, “Nothing is too much trouble, any problems you just need to find a senior, they will listen carefully too you, they want to know if there is something not quite right”.