The inspection took place on the 26 March 2018 and was unannounced. The inspection continued on the 27 March 2018 and was announced. This was the services first inspection since registration on 27 February 2017.

The home had a registered manager. 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.

Ferndown Manor 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. The home is registered to provide care for up to 75 people.

People described the care as safe and were supported by staff who understood how to recognise signs of abuse and the actions needed if abuse was suspected. There were enough staff to meet people’s care and support needs. Staff had been recruited safely including full employment history and disclosure and barring checks. Induction and on-going training provided staff with the skills needed to carry out their roles effectively. Staff were supported and had opportunities to meet with senior staff and discuss their role and professional development.

People had their risks assessed and actions were in place to minimise the risk of any avoidable harm. This included risks associated with swallowing, falls, skin damage and malnutrition. Staff were able to explain to us how people’s needs and choices were met and their role in reducing risks people lived with. Staff had completed infection control training and demonstrated practice that reduced the risk of avoidable infections. When things went wrong lessons were learnt and actions put in place to improve safety.

People had their medicines ordered, stored, administered and recorded safely. When people self-administered their medicines risk assessments were in place which were regularly reviewed to ensure safety.

Pre admission assessments were completed and formed care and support plans that were reviewed regularly. The plans were individual and reflected people’s individuality. Staff understood people’s care and support needs and how they chose to spend their day. People had their eating and needs understood by both care and catering staff which included special diets, allergies, and likes and dislikes. Menus were varied, offered choices and provided well balanced meal options. Positive relationships had been developed with other professionals such as district nurses and chiropodists enabling effective health outcomes for people. People were supported with both planned and emergency access to healthcare when it was required.

The environment had a range of public and private areas for people to spend their time. The design promoted independence with braille buttons on hand rails to alert people the rail was ending to wheelchair accessible raised garden beds. Outdoor space provided a secure environment with lots of sitting areas. People had opportunities for social gatherings at a café and bar area, cinema and a lifestyle room with a range of equipment.

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 service supported this practice. People felt involved in decisions about their care and every day life’s. Staff were kind and had friendly, fun relationships with people and demonstrated a good understanding of how people were able to communicate. They cared for people whilst respecting their dignity and privacy and supported people to live as independently as they were able. People had opportunities to discuss their end of life wishes and care and