This inspection took place on 1 August 2017 and was unannounced.

Clarendon Mews provides residential care for up to 45 people many of whom are living with dementia. Accommodation is provided over three floors with access via stairwells and passenger lifts. The majority of communal living areas are located on the ground floor, with smaller seating areas located on the first and second floor. There is a garden which is accessible and secluded. At the time of our inspection there were 38 people using the service.

At the time of our inspection visit the registered manager had left the service and had applied to CQC to deregister. 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. The providers told us the manager was in the process of applying to be the next registered manager.

People made many positive comments about the caring nature of the staff. They used words like ‘tender’ and ‘loving’ to describe them. People said the staff always had time for them. Staff knew the people they supported well and valued them as unique individuals. All the interactions we saw between staff and people were positive and personalised.

The staff team recognised the importance of physical touch and comfort to some people using the service. The manager ensured that every person (who wanted this) got at least five hugs a day. We saw staff use touch as a way to communicate with people and provide them with reassurance and support.

Personalised care plans helped to ensure staff knew people’s life histories and what was important to them and made them feel good. If people had a particular interest or talent staff supported them to develop this so they felt fulfilled. Staff used innovative methods to support people who were living with dementia ensuring they were cared for in a calm and happy atmosphere. Relatives of people living with dementia said the staff were skilled at communicating and working with their family members.

People were encouraged to make decisions about their care and support. The routine at the service was flexible and people chose what they did and when. People told us they could get up and go to bed when they wanted and choose whether or not to take part in activities and meetings

People told us they felt safe and the service and trusted the staff. They said that if anyone using the service became distressed the staff gently reassured them, took them for a walk, or diverted their attention in other ways. People could be sure that any concerns about their welfare would be addressed and improvements made where necessary.

People had risk assessments so staff knew the risks facing them and how to keep them safe. There were enough staff on duty to provide people with the care and support they needed. Call-bells were answered promptly and staff continually engaged with people and included them in activities and social events. Staff managed medicines safely and people had them when they needed them.

People told us the staff were skilled and provided them with good quality care. Staff were trained to meet people’s needs safely and effectively. The service’s training programme helped to ensure staff had the knowledge and confidence they needed to carry out their roles and responsibilities effectively. Staff understood the importance of people consenting to their care and support in line with the Mental Capacity Act 2005.

People made many positive comments about the food served and told us mealtimes were friendly and sociable events. We saw lunch being served and the food was plentiful and well-presented. If people needed support to eat their meals staff provided this. Staff ensured people had prompt access to GPs and other health care professionals