Glastonbury Court provides care for up to 60 older people, some of whom require nursing care and/or are living with dementia. There were 57 people living in the service when we inspected on 9 March 2017. This was an unannounced inspection.

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.

There were systems in place to minimise risks to people and to keep them safe however we saw some inconsistencies with how these were followed by staff. Management was made aware of our concerns and they assured us this would be addressed immediately. There were mixed views about whether there were sufficient numbers of staff. At times the service relied on the use of agency staff. However, there was an on-going recruitment campaign to employ further permanent staff.

Permanent staff had a good knowledge and understanding of each person, about their life and what mattered to them. However, some people felt that agency staff did not know them as well. There was a positive, open and inclusive culture in the service. The atmosphere in the service was warm and welcoming. People received care that was personalised to them and met their needs and wishes.

Staff understood the importance of gaining people’s consent and were compassionate, attentive and caring in their interactions with people. They understood people’s preferred routines, likes and dislikes and what mattered to them. People were involved in making decisions about their care.

People presented as relaxed and at ease in their surroundings and told us that they felt safe. Procedures were in place which safeguarded the people who used the service from the potential risk of abuse. People knew how to raise concerns and were confident that any concerns would be listened and responded to.

People were complimentary about the way staff interacted with them. Independence, privacy and dignity was promoted and respected. Staff took account of people’s individual needs and preferences and people were encouraged to be involved in making decisions about their care.

Care plans reflected the care and support that each person required and preferred to meet their assessed needs and promote their health and wellbeing. People’s nutritional needs were assessed and professional advice and support was obtained for people when needed. They were supported to maintain good health and had access to appropriate services which ensured they received ongoing healthcare support. People were provided with their medicines in a safe manner. They were prompted, encouraged and reassured as they took their medicines and given the time they needed.

The management team and staff 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 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 .

The service had a quality assurance system in place which was used to identify shortfalls and to drive improvement. The provider worked towards a service improvement plan which was regularly updated as changes were being made within the service. As a result the quality of the service was continually improving. This helped to ensure that people received a high quality service.