The inspection took place on 3 and 4 May 2017. The inspection was unannounced. This meant the provider did not know we would be visiting.

Aycliffe Care Home is based in a residential area of West Auckland, County Durham. The home provides personal care and nursing care for older people and people living with dementia. The service is situated close to the local amenities and transport links. The service is registered for up to 54 people and at the time of our inspection there were 51 people using the service.

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

We last inspected the service in March 2015 and rated the service as ‘Good.’ At this inspection we found the service remained ‘Good’ and met all the fundamental standards we inspected against.

The atmosphere of the service was relaxed and welcoming. People who used the service and their relatives told us they felt at home and visitors were welcome.

We spent time observing the support that took place in the service. Without exception we saw staff interacting with people attentively with caring attitudes. People were always respected by staff and treated with kindness. We saw staff communicating with people well and at times used their skills positively to reassure people who used the service.

People were encouraged to enhance their wellbeing and to take part in occasional activities that were valued. Staff spent their time positively engaging with people as a group and on a one to one basis. People were supported to go out regularly too.

People’s care plans were written in plain English and in a person centred way and they also included a one page profile that gave information that included personal history and described individuals preferences and support needs. These were regularly reviewed.

Care plans contained risk assessments. The care plans showed that people’s health was monitored and referrals were made to other health care professionals where necessary, for example: their GP, dentist or optician.

Staff training records, showed staff were supported and able to maintain and develop their skills through training and development opportunities that were accessible at the service. The staff confirmed they attended a range of valuable learning opportunities. Some training was in need of refreshing and courses were already booked for staff to attend.

Staff had supervisions and appraisals with the registered manager where they had the opportunity to discuss their care practice and identify further mandatory and vocational training needs.

Records showed us there were robust recruitment processes in place.

We observed how the service administered medicines using an online system. We looked at how this worked and how records were kept and spoke with senior staff who administered medicines and we found that the process was safe.

People were encouraged to eat and drink sufficient amounts to meet their needs. They were offered a varied selection of drinks and snacks.

A complaints and compliments procedure was in place. This provided information on the action to take if someone wished to make a complaint and what they should expect to happen next. The compliments we looked at were complimentary to the care staff, management and the service as a whole.

People had their rights respected and access to advocacy services if needed.

We found an effective quality assurance survey took place regularly using questionnaires. The service had also been regularly reviewed through a range of internal and external audits for example the local authority. We saw that action had been taken to improve the service or put right any issues found.

On the day of our visit a peripatetic manager was overseeing the home. This was to cover a short term absence of the manager, and to provide additional management support and oversight within the home.

We spoke with five people who used the service, the relative of one person and a friend of another. They all told us that they thought the recent refurbishment of the home had gone well. Comments included, "The place is gorgeous" and "The place is lovely now. Lovely chairs and carpets." They also told us that they were happy with the care they received. For example, "I like the staff here", "It's the next best place to home" and "I am happy here."

We found before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. Also that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

The provider had recently refurbished the home. We found people who used the service, staff and visitors were protected against the risks of unsafe or unsuitable premises.

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

All the people that we spoke with said they were happy at Aycliffe Care Home. One person said "I think it's a fantastic place." People also said they were involved in their care, with their preferences being sought and taken into consideration. This included being helped to live their lives as independently as they wished and the name they preferred to be known by being used. One person told us "I get up early, as I always have."

People told us that they were happy with the care and treatment they were receiving. One person said "The staff look after me well" and another said "My time here has been happy since day one." People said they were happy with the staff and the care that they provided. One person said "I can't fault any one of the staff, they are great." They also said the staff knew them well and how best to support them.

People that we spoke with told us they felt safe at Aycliffe Care Home.

People said they were aware of the complaints system. They also said they would be happy to raise any concerns they had with the staff and these would be listened to and acted upon. All of the residents that we spoke with said they hadn't had any reason to complain.

This inspection took place on 2 and 3 March 2015 and was unannounced. This meant the staff and provider did not know we would be visiting.

Aycliffe Care Home provides care and accommodation for up to 54 people, including older people, people with a dementia type illness and people with nursing care needs. On the days of our inspection there were 51 people using the service.

The home had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

Aycliffe Care Home was last inspected by CQC on 11 November 2013 and was compliant.

There were sufficient numbers of staff on duty in order to meet the needs of people who used the service. The provider had an effective recruitment and selection procedure in place and carried out relevant checks when they employed staff.

Thorough investigations had been carried out in response to safeguarding incidents or allegations.

Staff consistently managed medicines in a safe way, making sure that people who used the service received their medicines as prescribed.

Staff training was up to date and staff received regular supervisions and appraisals, which meant that staff were properly supported to provide care to people who used the service.

The home was clean, spacious and suitable for the people who used the service.

CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. The Deprivation of Liberty Safeguards (DoLS) are part of the Mental Capacity Act 2005. They aim to make sure that people in care homes, hospitals and supported living are looked after in a way that does not inappropriately restrict their freedom. We discussed DoLS with the registered manager and looked at records.

We found the provider was following the requirements in the DoLS. However, not all consent records were signed and best interest decision making records were not in place for all the people who required them.

People who used the service, and family members, were complimentary about the standard of care at Aycliffe Care Home.

Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible.

There was a lack of activities in place for people who used the service however the registered manager was in the process of recruiting a new activities coordinator.

Care records showed that people’s needs were assessed before they moved into Aycliffe Care Home and care plans were written in a person centred way.

The provider had a complaints policy and procedure in place and complaints were fully investigated.

The provider had a robust quality assurance system in place and gathered information about the quality of their service from a variety of sources.