The inspection was carried out on 8 December 2016 and was unannounced.

Hartlands Rest Home is registered to provide accommodation with personal care for up to a maximum of 21 people. There were 17 people living at the home on the day of our inspection. Some people were living with dementia.

There was a manager in post who was present during our inspection. The manager was in the process of applying to become registered manager for the service. 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.

People felt safe and secure living at the home and with the support provided by staff. People were supported by staff who were knowledgeable about the different signs of abuse and knew how to report concerns.

Risks associated with people’s needs had been assessed and plans put in place to minimise them. Staff knew how to deal with accidents or incidents and these were overseen by the registered manager who took appropriate action to reduce the risk of reoccurrence.

There was enough staff to meet people’s needs in a safe and timely manner. The provider completed checks to ensure that new staff were suitable to work with people before they started work in the home.

People received support to take their medicines safely and accurate records were maintained. People were supported to see health care professionals as required. Staff followed guidance provided by health professionals to promote people’s health and wellbeing.

People and their relatives told us they were happy with the choice and quality of food available to them. Regular snacks and drinks were available between meals to ensure people received adequate nutrition and hydration.

People and their relatives were confident that staff had the skills and knowledge to meet their individual needs. Staff felt well supported and received training that was relevant to their role and to further their development.

Staff sought people’s consent before supporting them. Staff provided information to people in a way they could understand to enable them to be involved in decisions about their care and treatment. Where people were unable to make certain decisions for themselves these were made in their best interest to protect their rights.

Staff treated people with kindness and consideration. People were offered choice and felt listened to. Staff promoted people’s dignity and independence. Staff spoke with and about people with respect.

People received support that was tailored to their individual needs and preferences. Staff knew people well and were able to recognise and respond appropriately to changes in their needs.

People were able to spend their time as they wished and had access to activities suited to their interest and ability. People were supported to keep in contact with people who were important to them

People and their relatives felt able to talk to staff or management if they had any concerns or complaints and were confident that these would be dealt with promptly.

There was a warm and friendly atmosphere at the home. People and staff found the manager approachable and easy to talk to. Staff were positive about their caring role and felt valued.

There was an open and inclusive culture at the home where people and staff were encouraged, and felt comfortable, to express their views. The manager carried out a range of checks to monitor the quality and safety of the service and used their findings to make necessary improvements.

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