This inspection was unannounced and took place on 5 June 2017. Carlton House Care Home is a residential care home that provides accommodation, care and support for up to 27 older people some of whom may be living with dementia. It does not provide nursing care. At the time of our inspection there were 17 people living in the home.

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 safe living in the home. Risks to people including risks from the premises were responded to and managed. Staff demonstrated an awareness of adult safeguarding and knew how to identify possible concerns. The service reported safeguarding concerns appropriately and when required.

There were enough staff to meet people’s needs. The service assessed how many staff were required depending on people’s individual needs and adjusted staffing figures accordingly.

Medicines were managed and stored safely. Regular audits were taken on medicines to check and ensure they were managed safely.

Staff received appropriate support and training to effectively undertake their roles. The provider had a training plan in place to further develop staff knowledge.

The Care Quality Commission is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) Deprivation of Liberty Safeguards (DoLS) and report on what we find. Some improvement was needed regarding documentation of how the act was being applied in practice. However, the registered manager understood their responsibilities under the Act and ensured they consulted appropriate people regarding decisions made in people’s best interests.

People received appropriate support to eat and nutritional risks to people were managed. People had a choice of what they wanted to eat and where.

Staff responded to changes in people’s health care needs and people were supported to access a range of health care services.

People were supported by staff who cared for them and treated them respectfully. People, relatives, and staff told us they felt part of one big family. People felt listened to and had opportunities to discuss their care needs.

Staff supported people in a way that met their individual needs and preferences. Most people in the home were able to entertain and engage themselves in activities of their choice. There was a lack of planned formal activities and outings on offer, however, the provider had plans in place to address this.

Care plans were written in a way that recognised people as individuals, provided sufficient guidance for staff, and were up to date.

People and relatives felt able to raise concerns and confident that these would be addressed appropriately.

The registered manager and provider were visible in the service. They monitored the quality of the service being delivered although there was a lack of formal records relating to this.

People, relatives, and staff spoke positively about the service and the registered manager. There was an inclusive and homely atmosphere. People and staff spoke of a wider sense of family in the service. Staff told us they felt supported and listened to by the management.