This inspection was unannounced and took place on 8 November 2016.

Hempstalls Hall Care Home provides accommodation and personal care for up to 40 older people and people living with dementia. On the day of our inspection there were 38 people living there. The previous inspection was carried out in January 2013 and the provider was compliant with the regulations.

The home had a registered manager who was present for the 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.

People felt safe living in the home and staff were aware of their responsibility of protecting people from the risk of potential abuse. People were protected from the risk of harm because staff knew about the importance of keeping the environment safe and to check equipment before using them. There were enough staff on duty to care for people and to support them to take their prescribed medicines.

People were cared for by staff who were skilled and who received regular one to one [supervision] sessions. People’s human rights were respected by staff because staff applied the principles of the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards in their work practice.

People had access to a choice of meals and were supported by staff to eat and drink sufficient amounts. People were assisted by staff to access relevant healthcare services when needed.

People were cared for by staff who were aware of their specific needs and care and support was provided in a caring and sensitive manner. People were involved in planning their care which was delivered in a way that respected their right to privacy and dignity.

People were involved in their care assessment to ensure staff were aware of their preference. People had access to social activities inside and outside of the home. People felt confident to share their concerns with staff and complaints were listened to and acted on.

People were aware of who was managing the home and were encouraged to have a say in how the home was run. The provider’s governance was effective to ensure people received a good service.

We found that the provider had systems in place to gain consent for care and treatment from people who used the service. We spoke with staff who told us that they respected people’s decisions and understood their responsibilities with regards to the Mental Capacity Act 2005.

People who used the service told us that the staff were caring and treated them respectfully. One person told us, “The staff are wonderful, nothing is too much trouble”. Another person told us, “The staff are always pleasant and I can choose what I want to do and where I want to go”. A relative we spoke with told us, “They are excellent staff. I am happy with the care provided”.

We saw that the provider had an effective recruitment system in place. The provider had undertaken the necessary checks on staff to ensure that people were safe from the risk of harm.

Staff told us that they carried out an induction before they provided support to people who used the service. Staff confirmed they received regular appraisals and training to carry out their role and felt supported by the registered manager.

The provider had an effective complaints system in place. Complaints were investigated and people’s concerns were listened to and acted on. People told us they knew how to complain if they needed to.

We spoke with six people who use services, three relatives and a visiting friend. People told us that they were treated with respect and their privacy respected. A person told us ‘the staff here are all very kind and nice to me’. They also told us that they are asked regularly about any changes they might wish to make to their care plan. A relative said that they felt involved in decisions and had been kept well informed of important issues.

The manager informed us that relatives are invited to three monthly meetings held between people using the service and the manager, senior staff and Chef.

We looked at people’s care records and saw that care plans reflected a record of individual lifestyle preferences.

We were told by people and their relatives that they felt safe in the home and that if they had any complaints or concerns then they would not hesitate to inform the manager.

We looked at the way that care was provided to people within the ‘connect’ dementia unit. We saw that the staff supported people with sensitivity and kindness that enabled individual needs to be met. A relative told us ‘I give the staff here ten out of ten for the care they give’.

We saw that people were offered a wide range of group and individual daily activities, trips and visits. We were told about a person who had been enabled to continue their choice to go swimming.

On the day of our visit on the 3 February 2012 we spoke with six people who lived at Hempstalls Hall, three relatives and four members of staff. We also spoke with the care home manager and the registered manager.

We saw the care home was clean, tidy and furnished to a high standard. People we spoke with told us the place was nicely decorated. One person commented “I am very fortunate, the place is modern and fresh”. People appeared to be happy and relaxed.

People we spoke with during our visit were overall happy with their care. People told us they were comfortable and felt safe. People reported staff were friendly and they could approach them with a concern. One person commented the care was “excellent”. People we spoke with said they were treated with dignity and respect.

People we spoke with said there were activities they could be involved with such as playing cards, tennis and taking walks. People commented they had choice and did not have to take part. One person we spoke with said sometimes they preferred sitting in their room and this was respected by staff.

People said they enjoyed their meals and they were offered choice, one person said “I don’t like everything but we have variety”. We saw meal times were organised and relaxed. People were supported into the dining room and assisted by staff. Staff ensured everyone was comfortable and had an adequate meal.

All the relatives we spoked with talked highly of staff, they told us their family members received the care they needed. Relatives said they felt involved and staff kept them informed of any changes which occurred.

We saw staff attended to people in a caring, considerate manner and responded appropriately to their needs. The atmosphere within the home was calm, people reacted positively to staff interactions such as joining in singing sessions. People’s likes and dislikes were known by staff and recorded in care records. We found care records were detailed and people had their needs and preferences documented.

Staff we spoke with showed understanding in areas of safeguarding, equality diversity and the management of falls. Staff told us they liked working at Hempstalls Hall, one staff said it was like “one big happy family”. Staff felt well trained and supported to provide good quality care. Staff understood what constituted abuse and said that they would be able to recognise and report poor practice. This demonstrated people were cared for by competent staff and were not at risk of inappropriate or unsafe care

We found appropriate quality assurance systems in place and the service was learning and improving as a result of findings such as reducing the risk of falls.

None of the people and relatives we spoke with on the day of our visit reported any concerns and were aware of how to raise complaints.