This inspection took place on 13 July 2016 and was unannounced. There were no concerns at the last inspection of June 2013. Collingwood Care Home provides accommodation for up to 21 older people. At the time of our visit there were 18 people living at the service. The provider was currently extending the home and was in the process of registering with the commission to increase the accommodation for up to 26 people.

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.

The service was important to the provider, registered manager and staff team and they clearly wanted the best for people. One relative recently wrote to the home complimenting and thanking them for their services. They stated, “I have always been overwhelmed by the huge kindness and compassion shown by all staff especially the manager who has been a tower of strength through various challenges we have encountered. Thank you all for your help and support, the manager must be proud of her team”.

People told us they were ‘content, happy and settled’ living at the home and we received positive comments about their experiences throughout our visit. There were no visitors present during our visit. However we read some recent written compliments the home had received from family members. Comments included, “Thank you for all the care, consideration and attention” and, “There is such a lovely feeling as you step through the door”.

Staff wanted to keep people safe and protect them from avoidable harm. The registered manager listened to people and staff to ensure there were enough staff on duty to meet people's needs. They demonstrated their responsibilities in recognising changing circumstances within the service to help ensure that the staffing levels and skill mix was effective.

Staff had the knowledge and skills they needed to carry out their roles effectively. They attended training sessions and shared what they had learnt with colleagues. The provider, registered manager and deputy supported staff at all times.

The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS).

People were supported to enjoy a healthy, nutritious, balanced diet whilst promoting and respecting choice. Staff had a good awareness of people’s needs and treated them in a warm and respectful manner. The registered manager and staff were knowledgeable about people's lives before they started using the service. Every effort was made to enhance this knowledge so that their life experiences remained meaningful.

People received appropriate care and support because there were effective systems in place to assess, plan, implement, monitor and evaluate people's needs. People were involved throughout these processes. This ensured their needs were clearly identified and the support they received was meaningful and personalised.

Regular monitoring and reviews meant that referrals had been made to appropriate health and social care professionals. People experienced a lifestyle which met their individual expectations, capacity and preferences.

Feedback from people, relatives and staff was a vital part of the quality assurance system, through annual surveys, ‘residents’ meetings and care reviews. They were listened to and action was taken to make improvements to their quality of life. The provider and registered manager monitored and audited the quality of care provided striving to meet the ever changing needs of people living in the home.

We were greeted by staff in a warm, friendly, professional manner. The manager was on leave on the day of our visit and the inspection was supported by the deputy and staff on duty. They were helpful and knowledgable about people who lived in the home, policies, procedures and systems that helped ensure the effective smooth running of the service.

Some people living in the home remembered us from previous visits and we were welcomed by everyone. We spoke with people individually and we were asked to participate in craft activities in the afternoon which included jewellery and card making. This gave us the opportunity to get to know about people, the staff and their views.

It was a positive inspection and the provider was compliant in all five outcomes that we looked at.

People living in the home were relaxed, happy and comfortable in each other's company. We were introduced to people throughout the day and they welcomed us to their home. They talked freely with staff in front of us and people were confident and assertive in their surroundings.

People were positive about their experiences. Comments included, "I have settled very well and I am pleased with the care I receive", "The staff are lovely and come to visit me in my room" and "I have made some new friends. My room is lovely and I enjoy being on my own sometimes".

People were spending time in the lounges with visitors, some were enjoying the privacy of being in their own rooms and people were walking freely around parts of the home and going out with relatives.

We spent time in various parts of the home, including communal areas and individual bedrooms so that we could observe the direct care, attention and support that people who lived at the home received.