The inspection was carried out on 07 August 2018, and was unannounced.

Durland House 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.

Durland House is listed building. This means that the building may not be demolished, extended, or altered without special permission from the local authority. People's bedrooms were provided over three floors, with a stair lift in-between. There were two sitting rooms and a dining room, with an enclosed garden to the rear. Durland House is situated in a residential road in Gillingham area of Kent. Both men and women lived in the home.

This was the first comprehensive inspection following registration with The Commission on 29 August 2017. Durland House is registered to provide accommodation and personal care for up to 12 people. At the time of our inspection, six older people lived in the home.

The home has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the home. 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 home is run.

People were safe at Durland House. Staff knew what their responsibilities were in relation to keeping people safe from the risk of abuse. Staff recognised the signs of abuse and what to look out for. There were systems in place to support staff and people to stay safe.

There was a pro-active approach to promoting people's safety and independence which was reflected in people's risk assessments and care plans. People were supported by staff that had been recruited safely and had checks undertaken to ensure they were suitable for their role.

Medicines were managed safely and people received them as prescribed.

Staff encouraged people to actively participate in activities, pursue their interests and to maintain relationships with people who mattered to them.

There were enough staff to keep people safe. The registered manager had appropriate arrangements in place to ensure there were always enough staff on shift.

Each person had an up to date, person centred care plan, which set out how their care and support needs should be met by staff.

Staff received regular training and supervision to help them meet people's needs effectively.

People were supported to eat and drink enough to meet their needs. They also received the support they needed to stay healthy and to access healthcare services.

The Care Quality Commission is required by law to monitor the operation of the Deprivation of Liberty Safeguards. The registered manager and staff understood their responsibilities under the Mental Capacity Act 2005.

Staff showed they were caring and they treated people with dignity and respect and ensured people's privacy was maintained, particularly when being supported with their personal care 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 home supported this practice.

The registered manager ensured the complaints procedure was made available in an accessible format if people wished to make a complaint. Regular checks and reviews of the home were made to ensure people experienced good quality safe care and support.

People and staff were encouraged to provide feedback about how the home could be improved. This was used to make changes and improvements that people wanted.

The registered manager provided good leadership. They checked staff were focussed on people experiencing good quality care and support.