This unannounced inspection took place on the 16 and 18 October 2018. Bourn View provides accommodation and support for up to 80 adults with personal care needs. The home comprises of four units, Althorpe, Balmoral, Chatsworth and Danesfield. At the time of our inspection visit 47 people were living there.

This was the home’s first inspection since its registration with CQC on 07 March 2017. Bourn View is registered as a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided and both were looked at during this inspection.

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 and associated Regulations about how the service is run.

The provider’s quality monitoring processes required some improvement to ensure people’s care plans and risk assessments were completely up to date with the practices being applied by care staff. There were mixed opinions on whether there were sufficient numbers of staff available to meet people's support needs. There were occasions when people were left unattended over periods of time.

Some improvement was required on the monitoring of medicines to ensure the provider had appropriate processes in place to make sure people received their medication as required and prescribed by healthcare professionals. The home environment required some improvement to ensure it was ‘dementia friendly’ with appropriate signage to support people to navigate themselves around the home. The use of adapted cutlery, where appropriate, would enable people to eat independently.

People were kept safe. Staff understood how to protect people from risk of harm. People's risks were assessed, monitored and managed to ensure they remained safe. Processes were in place to keep people safe in the event of an emergency such as a fire. People were protected by safe recruitment procedures to ensure suitable staff were recruited. Staff understood their responsibilities in relation to hygiene and infection control.

People told us they received support from staff they felt had the skills required to support them safely. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People were encouraged to eat healthily. People had access to healthcare professionals when needed in order to maintain their health and wellbeing.

Staff encouraged people's independence where practicably possible. People received a service that was caring and respected their privacy. People were supported by staff who knew them well.

People received a service that was responsive to their individual needs. Care plans were personalised and contained details about people's preferences and their routines. People were supported to pursue hobbies and activities that interested them and processes were in place to respond to any issues or complaints. Where people’s faith was important to them, they were supported to continue with following their beliefs. This included their end of life (EOL) wishes.

The registered manager understood their role and responsibilities and staff felt supported and listened to. People and staff were encouraged to give feedback and their views were acted on to enhance the quality of the service provided to people. People and staff were complimentary about the leadership and management of the home and said the registered manager was friendly and approachable. The provider worked in conjunction with other agencies to provide people with effective care.