This inspection took place on 13 and 17 October 2016 and was unannounced. There were no concerns at the last inspection in November 2013. Glebe House is registered to provide accommodation and nursing care for up to 48 people. A unit in the home called The Orchard provides care for those people who have a diagnosis of dementia. At the time of our visit there were 43 people living at the service.

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 ethos, vision and values were provider led and as such applied across all their services. This included, current best practice, innovation, plans for the future and striving to be the best. It was evident that the provider and registered managers worked in collaboration. However each service was additionally recognised for its own individuality and the healthy, respectful, working relationship for each to strive independently based on their own merits and in addition to those at organisation level.

We were introduced to people throughout our visits and they welcomed us. People were relaxed, comfortable and confident in their home. We received positive comments about people’s views and experiences throughout our visits and these are detailed throughout the report.

One person wrote in one of the homes newsletters, “From the chefs who pander to my sometimes odd appetite and who keep me supplied with the fruit I love, through to the cleaners who keep my room spotless, to the tireless laundresses to the nurses and carers who keep a watchful eye on me whilst allowing me to lead my own life- I am happy. My deepest gratitude Glebe House”.

Staff involved in this inspection demonstrated a genuine passion for the roles they performed and individual responsibilities. Visions and plans for the future were understood and shared across the staff team. They embraced new initiatives with the support of the registered manager and colleagues. They continued to look at the needs of people who used the service and ways to improve these so that people felt able to make positive changes.

People experienced a lifestyle that met their individual expectations, capacity and preferences. There was a strong sense of empowering people wherever possible and providing facilities where independence would be encouraged and celebrated. People’s health, well-being and safety were paramount.

The registered manager listened to people and staff to ensure there were enough staff to meet people's needs. They demonstrated their responsibilities in recognising changing circumstances within the service and used a risk based approach to help ensure that staffing levels and skill mix was effective.

Staff had the knowledge and skills they needed to carry out their roles effectively. They enjoyed attending training sessions and sharing what they had learnt with colleagues. There was an emphasis on teamwork and unison amongst staff at all levels.

People were supported to enjoy a healthy, nutritious, balanced diet whilst promoting and respecting choice. The ‘residents’ annual surveys consistently reflected how much they enjoyed the quality of food, the variety and the constant access to beverages and snacks through the day.

Staff had a good awareness of individuals' needs and treated people in a warm and respectful manner. They 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 were supported to maintain their personal interests and hobbies.

The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA)

People looked well and were relaxed and happy when we visited. People were spending time in the lounges reading papers, talking with friends or taking part in activities. Some people were enjoying the day in the privacy of their own rooms and receiving visitors.

Everyone we spoke with shared their positive experiences about living in the home and the care they received. 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 were receiving.

The manager and staff gave us a warm welcome and they were enthusiastic to be part of the inspection. The majority of staff had worked in the home for a long time and were knowledgeable about people and their needs which meant that people could expect consistency of care. Good relationships of trust and understanding had been formed. Staff were equipped to support people effectively.

There was a constant interaction between staff and people in the home; everyone was 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 looked well and were relaxed and happy when we visited. People were spending time in the lounge with visitors, some were enjoying the privacy of being in their own rooms and people were walking freely around parts of the home and the gardens.

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 this home received.

People were positive about their experiences. Comments included, “We have not lived here long but everything so far has been extremely positive”, “The staff are kind and caring and some of them really make me smile” and “I have made some new friends and I like to meet up with them during the day. My room is beautiful and I enjoy the peace and the beautiful view, this is where I can relax”.