What life is like for people using this service:

Whilst people received their medicines safely and as prescribed by their GP, the storage of some medicines needed attention.

The registered manager monitored the service being provided to make sure people received the safe care and support they required. A recommendation was made regarding the auditing of people’s medicines.

People felt safe living at Coalville Nursing Home and with the staff team who supported them. The staff team were aware of their responsibilities for keeping people safe from avoidable harm.

Risks associated with people’s care and support had been appropriately assessed and managed.

There were overall, suitable numbers of knowledgeable and experienced staff on duty to meet people’s individual care and support needs.

People were protected by the providers policies and procedures for the control and prevention of infection.

The registered manager ensured lessons were learned when things went wrong.

People were supported to access healthcare services when they needed them and they were supported to eat and drink well. They were involved in making decisions about their care and support and their consent was always obtained.

People’s individual care and support needs had been identified and plans of care developed.

People were treated with kindness and compassion and their privacy and dignity respected.

The staff team had the skills and knowledge they needed to meet people’s care and support needs and they knew the needs of the people they were supporting well.

Checks had been carried out on new members of staff to make sure they were suitable to work at the service. The staff team felt supported by the management team and involved in how the service was run.

People were provided with a clean and comfortable place to live and there were appropriate spaces to enable people to either spend time with others, or on their own.

Formal complaints process was displayed and people knew who to talk to if they had a concern of any kind. Complaints received by the registered manager had been appropriately managed and resolved.

Staff meetings and meetings for the people using the service and their relatives had been held. These provided people with the opportunity to have a say and to be involved in how the service was run. Surveys had also been used to gather people's feedback.

The registered manager worked in partnership with other agencies to ensure people received care and support that was consistent with their assessed needs.

More information can be found in the detailed findings below.

Rating at last inspection: Good (report published 22 June 2016)

About the service: Coalville Nursing Home provides accommodation for up to 40 people who require nursing or personal care. There were 36 people using the service at the time of our inspection including people living with dementia.

Why we inspected: This was a planned inspection based on the rating at the last inspection.

This inspection took place on the 17 and 18 May 2016. The first day of our visit was unannounced.

Coalville Nursing Home provides accommodation for up to 40 people who require nursing or personal care. There were 37 people using the service at the time of our inspection including people living with dementia.

The service had two registered managers. 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 told us they felt safe living at Coalville Nursing Home. Relatives we spoke with agreed with this. Staff we spoke with were aware of what to look out for if they suspected that someone was at risk of harm, although there was one incident during our visit when a person’s safeguarding plan had not been followed.

Risks associated with people’s care and support had been assessed. These assessments provided the management team with the opportunity to reduce and properly manage the risks presented to both the people using the service and the staff team.

People’s care and support needs had been identified before they had moved into the service. This was so that the management team could be sure that each person’s needs could be met. From the initial checks, plans of care had been developed. These provided the staff team with the information they needed in order to properly support the people in their care.

Appropriate checks had been carried out when new members of staff had started working at the service. This was to check that they were suitable and safe. An induction into the service had been provided for all new staff members and ongoing training was being delivered. This enabled the staff team to provide the care and support that people needed.

People were receiving their medicines as prescribed by their doctor. Medicines were being appropriately stored and the necessary records were being kept. There were systems in place to audit the management of medicines and these were effective in picking up any shortfalls within the documentation held.

People we spoke with felt there were currently enough members of staff on duty each day because their care and support needs were being met. Their relatives agreed with what they told us.

People were supported to maintain good health. They had access to relevant healthcare services such as doctors, district nurses and opticians and they received ongoing healthcare support.

People told us the meals served at Coalville Nursing Home were good. People’s nutritional and dietary requirements had been assessed and a nutritionally balanced diet was being provided. For people who had been assessed to be at risk of not getting the food and fluids they needed to keep them well, records were kept showing their food and fluid intake.

On the first day of our visit we noted that some people’s experiences of mealtimes were better than others. This was because the staff team didn’t always interact well with those they were supporting. The second day however was much better, with the staff team making sure that they spoke with the people they were supporting.

The staff team involved people in making day to day decisions about their care and support. When people were unable to make their own decisions, we saw that decisions had been made for them in consultation with people who knew them well and in their best interest. The staff team were working in line with the Mental Capacity Act 2005 and associated Deprivation of Liberty Safeguards.

People told us that the staff team were kind and caring and they treated people with respect. The relatives we spoke with agreed and we observed the staff team treating people kindly throughout our visit.

People were supported to follow their interests and take part in socia

People using the service were satisfied with the care and support they received. People made decisions about the help they needed and chose how they spent their time. People said staff treated them with respect and their dignity was maintained. One person said: “The staff are very good to me; they’re kind and patient.” Relatives complimented the staff for the quality of care provided. One relative said: “I know dad’s well cared for here; he’s always clean and has put on a little bit of weight too, which is good.” People’s care needs were assessed and steps were taken to manage risks to ensure people’s safety and welfare. Care plans were tailored to each person’s needs and were reviewed regularly to ensure the care provided was safe and appropriate.

People received their medicines at the right time and saw the doctor as and when required. One person told us they had no concerns about their medicines and said “I know exactly what I need to take and when. I have absolutely no complaints it or anything else here.”

Effective recruitment processes were followed and appropriate checks were carried before staff began to work. Staff were supported, supervised and trained to ensure people’s care and support needs were met. Staff maintained their skills and knowledge through regular training to provide the care and support needed.

The Care Quality Commission found the registered manager was qualified, experienced and fit to manage Coalville Nursing Home on a day to day basis.

People who live at Coalville Nursing Home told us they were satisfied with the care and support they received. People were involved to make sure their care and supports needs were provided in a manner that suited them. One person said: “I’m quite happy with the help I get.”

People received personalised support that promoted their rights and independence. People were treated with respect and their care needs met safely. People had a range of assessments and care plans in place that detailed the care and treatment they needed. Records showed people’s health and care needs were monitored and reviewed regularly.

People’s health and care needs were met by enough qualified nurses and care staff. Staff were trained to look after the people using the service. A visiting relative said: “Staff are polite and know how to care for her” and “there’s always something happening to keep people occupied.”

Arrangements were in place to support people safely and to deal with foreseeable emergencies. Equipment identified through the assessment of needs was available and maintained in good working order to assist in the safe provision of care.

People had opportunities to make comment about the service and had information about how to make a complaint. They were confident to raise concerns with the registered manager. One person said: “When I’ve told them about a problem, they’ve sorted it out straight away, so I’ve not had to complain.”

Because many people living at Coalville nursing home had communication difficulties, we were unable to speak with many people to ask direct questions about the care and support they received.

People we were able to speak with were satisfied with the care and support they received. People told us the staff were nice and that they were able to make choices about their care, treatment and support.