We inspected the service on 17 October 2018. The inspection was unannounced and was the provider’s first inspection since registration.

Broadlands Residential Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Broadlands Residential Care Home can accommodate 16 older people and people living with dementia. Accommodation is provided on two floors; a stair lift is available. At the time of our inspection 16 people were using the service.

There was a registered manager at the service who was also the provider. 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. In addition, there was a new home manager who had day to day responsibility for the service. They were in the process of submitting their registered manager application.

The provider had failed to notify CQC of information they are legally required to do. Action was being taken by the management team to improve the service. This included working on an action plan to improve infection control practice. A refurbishment plan was in place, some improvements had been made to redecoration, flooring and furnishings with further work to be completed and this was on target as per the provider’s action plan.

The provider had also implemented a new recording and analysis process for accidents and incidents, to ensure action was taken to reduce the likelihood of further reoccurrence. Improved audits and checks were also being introduced to enable increased oversight of the service and to drive forward continued improvement to the service people received. Recent improvements had been made to the management of medicines and further time was required for this to be completed and fully embedded.

Improvements were being made to the staffing levels and deployment of staff, to ensure people were cared for by sufficient staff numbers. Safe staff recruitment practices were followed to ensure staff recruited were suitable.

People had their individual needs, preferences and what was important to them assessed. This included their diverse needs, including the protected characteristics under the Equality Act to ensure people did not experience any discrimination. Staff were provided with guidance of how people’s needs and people were involved in discussions and decisions about the care they received.

Staff received an induction and ongoing training relevant to people’s needs and support, to enable them to provide effective care. Staff were aware of how to protect people from abuse and avoidable harm.

People received a choice of meals and drinks and their nutritional needs were known and understood by staff. Independence was promoted with daily living tasks and where people required support from staff, this was provided sensitively and respectfully.

Staff worked effectively with external health care professionals to support people with their healthcare needs.

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 support this practice. Staff were aware of the principles of the Mental Capacity Act 2005.

People’s diverse needs, routines, preferences and what was important to them had been assessed and care plans provided staff with detailed information of how to support people. People’s end of life wishes was due to be discussed with them, to ensure their personal preferences were known and understood.

People who used the service, relatives, staff and external professionals were