We inspected this service on 13 September 2016 and the inspection was unannounced. Grove Court can provide accommodation and personal care for up to 60 older people, some living with dementia. At the time of our inspection there were 55 people living at the service.

There was a registered manager in post. A registered manager is a person who has registered with CQC 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 enough staff to support people safely and they were clear about their roles. Recruitment practices were robust in contributing to protecting people from staff who were unsuitable to work within the care profession.

Staff knew what to do if they suspected someone may be being abused or harmed and medicines were managed and stored properly and safely so that people received them as the prescriber intended.

Staff had received the training they needed to understand how to meet people’s needs, including dementia training. They understood the importance of gaining consent from people before delivering their care or treatment. Where people were not able to give informed consent, staff and the manager ensured their rights were protected.

People had enough to eat and drink to meet their needs and staff assisted or prompted people with meals and fluids if they needed support.

Staff treated people with warmth and compassion. They were respectful of people’s privacy and dignity and offered comfort and reassurance when people were distressed or unsettled. Staff also made sure that people who became unwell were referred promptly to healthcare professionals for treatment and advice about their health and welfare.

Staff showed commitment to understanding and responding to each person’s preferences and needs so that they could engage meaningfully with people on an individual basis. The service offered people a chance to take part in activities and pastimes that were tailored to their preferences and wishes. Outings and outside entertainment was offered to people, and staff offered people activities and supported them on a daily basis.

Staff understood the importance of responding to and resolving concerns quickly if they were able to do so. Staff also ensured that more serious complaints were passed on to the management team for investigation. People and their representatives told us that they were confident that complaints they made would be addressed by the manager.

The service had good leadership; we found an open and positive culture that supported people in a person centred way. The staff told us that the manager was supportive and easy to talk to. The manager was responsible for monitoring the quality and safety of the service and was supported by the operations manager and the providers visited the service regularly the check the quality of the service. People were asked for their views so that any needed improvements were identified were made where possible.

During our inspection we were supported by an Expert by Experience. This is a person who has knowledge that aid us in our inspection because of their previous experiences. They spoke with people who used the service, completed some observations of care being delivered and spoke with the staff on duty on the day.

We spoke with four staff, the manager and five people who used the service on the day of our inspection.

People were treated with dignity and respect and reported staff as kind and caring. People told us, "Wonderful staff", "Can’t fault them" and "They go out of their way and then one step further."

We found that the service was providing a good level of care to people. Risk assessments were appropriate to the needs of each individual and were reviewed in line with the provider's policy. Guidelines were in place to ensure that people's care was well managed.

The provider had effective quality assurance and safeguarding procedures in place. We found that staff received regular training and support.

During our inspection we spoke with six people and two relatives of people who used the service. We also spoke with five members of staff.

We found that the service had suitable arrangements in place for obtaining the consent of people who used the service. One person we spoke with said,"They definitely respect your wishes, they respect privacy and they never just pop in unannounced."

People were protected against the risks of receiving inappropriate care or treatment. We saw that care was well planned and recorded properly and we observed care being given as written in care plans. One person we spoke with told us, "The staff are so good and caring. They are kind and have a good attitude to people - never in a rush or at all flustered."

We reviewed 10 medicine administration record (MAR) charts and checked that medicines were properly stored, administered and disposed of. We found that people were protected against the risks associated with the unsafe use and management of medicines.

From speaking with staff, reviewing staff records and recruitment procedures we saw that the provider met requirements relating to recruiting and employing workers. We also saw that the provider had an effective complaints system and we saw that comments and complaints were listened to and acted on effectively. One relative we spoke with told us, "Whenever we've had any concerns we've raised them straight away and they have been dealt with."

People using the service told us that they knew about their care plan and knew where it was kept. They told us that they were involved in the monthly evaluation of it. One person said “I am involved together with my relative.”

We spoke to people from two units in the home. Care Base 1 which caters for people with nursing needs only and Care Base 2 which cares for people with a mixture of residential and nursing needs.

The majority of people we spoke with told us that they felt the home supported them with their particular needs and that they liked living at the home.