This inspection took place on 8 and 9 March 2016 and was unannounced. Baily House provides accommodation for up to 66 people with or without dementia and people with physical health needs. On the day of our inspection 65 people were using the service as well as two people who visited for day care. People were accommodated over three floors comprising a residential floor and two floors for people living with dementia, although people were able to spend time in any of the communal areas.

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.

People felt safe living at the home and staff knew how to protect people from the risk of harm or abuse. Relevant information about incidents which occurred in the home was shared with the local authority. Risks to people’s safety, such as the risk of falling, were appropriately managed. The building was well maintained and the required safety checks were carried out.

There were sufficient numbers of suitable staff and people received care and support in a timely manner. The provider ensured appropriate checks were carried out on staff before they started work. People received their medicines as prescribed and they were safely stored.

People were cared for effectively by staff who were provided with the knowledge, skills and support to care for them effectively. People were asked to provide consent to the care they received. The Mental Capacity Act (2005) (MCA) was used correctly to protect people who were not able to make their own decisions about the care they received.

People were provided with sufficient quantities of food and drink and encouraged to help themselves to drinks and snacks in between meals. Staff ensured that people had access to any healthcare professionals they required and followed the guidance provided by them.

There were positive and caring relationships between staff and people. People were fully involved in the planning and reviewing of their care and told us they were able to make day to day decisions. People told us that staff treated them in a dignified manner and respected their right to privacy.

People received care that was responsive to their changing needs and staff knew people’s support needs well. Further work was underway to improve the level of detail in people’s care plans. People knew how to complain and any complaints received were appropriately responded to and the registered manager always offered an apology.

There was a positive and transparent culture in the home, people and staff were encouraged to speak up and their comments were acted upon. There was a clear direction provided by the registered manager and provider. There were different ways people could provide feedback about the service they received and their comments were taken seriously. The quality monitoring systems ensured that any areas for improvement were identified and acted upon.