This unannounced inspection took place on 24 November 2016. This residential care service is registered to provide accommodation and personal care support including nursing care for up to 28 people. At the time of the inspection there were 28 people living at the home.

There was a registered manager in post at the time of our inspection. 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 registered manager was inspiring and dedicated to providing care which met the highest of standards. They strived for excellence through consultation, research and reflective practice. They were passionate and dedicated to providing an outstanding service to people. They led with a dynamic approach and continually reflected on how to improve the service further. They demonstrated a strong and supportive leadership style, seeking feedback in order to further improve what was offered. The provider's vision and values were understood and shared across the staff team, and they were fully supportive of development plans.

The service was exemplary in responding to people's needs and preferences. People were supported by a service that was devoted to getting to know the people and family's they supported. Relatives told us the service was responsive and well managed. Relatives knew the registered manager. The service sought people's views and opinions and acted upon them.

All of the staff team had an exceptional understanding of people’s social and cultural diversity which enhanced people’s sense of wellbeing and ensured every person living in the home was valued.

People were supported with care and compassion and there was an ethos of care which was person centred, valuing people as individuals. People received a personalised service which was responsive to their individual needs and there was an emphasis on each person's identity and what was important to them from the moment they moved into the service.

There were sufficient staff to meet people's needs. Staff were not rushed in their duties and had time to chat with people. Throughout the inspection there was a calm atmosphere and staff responded promptly to people who needed support. The service had robust recruitment procedures and conducted background checks to ensure staff were suitable for their role.

Care records contained risk assessments and risk management plans to protect people from identified risks and helped to keep them safe. They gave information for staff on the identified risk and informed staff on the measures to take to minimise any risks. People were supported to take their medicines as prescribed and medicines were obtained, stored, administered and disposed of safely. People received care from staff that were supported to carry out their roles to meet the assessed needs of people living at the home. Staff received training in areas that enabled them to understand and meet the care needs of each person and people were actively involved in decisions about their care and support needs.

Staff had received training in the Mental Capacity Act 2005 (MCA) to make sure they understood how to protect people's rights. There was guidance in relation to the MCA and people were asked for their consent before staff carried out any care or treatment. CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. The registered manager, registered provider and staff ensured that people were supported in ways that did not restrict their freedom and were supported appropriately to uphold their rights.

A variety of choices of food and drinks were offered at the home. Staff supported people to eat and drink with patience and dignity. People told us they had go

We spoke with five people who used the service and a visiting relative. People told us they were happy with the care and treatment they received and told us staff were supportive and caring. People’s comments included: “The nurses speak with me about my treatment; I know that I’m making improvements.” “The staff approach is marvellous; I can’t speak highly enough of them. I’ve got no complaints whatsoever.” “I think it’s very good, I’m speaking honestly, my husband has never said anything negative and he would tell me if he was unhappy.”

We looked at the records for three people who used the service. We found people’s needs were regularly assessed and reviewed and people’s treatment and care was recorded within individual care plans. People were supported by staff that had undergone a robust recruitment process and who had received regular training which enabled them to promote people’s health and welfare.

Records showed the provider had an effective quality assurance system in place which monitored the service provided to people and focused on people’s health and welfare including medication, the maintenance of equipment and systems, staff recruitment and training.