This inspection took place on 4 & 6 January 2017 and was unannounced. Jubilee Court provides accommodation, personal care and nursing care for up to 75 people. People had a variety of needs associated with dementia or physical health needs. The home has four units, three of which provide residential care. The fourth unit had recently changed to providing a nursing service. On the day of our inspection 58 people were using the service.

The service had a registered manager. 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 told us they felt safe living at the home and staff knew how to protect people from the risk of abuse. Risks to people’s safety, such as the risk of falling, were appropriately assessed and well managed. The building was well maintained and the required safety checks were carried out.

There were sufficient numbers of suitable staff although they were not always effectively deployed. The provider ensured appropriate checks were carried out on staff before they started work. People received their medicines as prescribed and they were safely stored.

People were cared for effectively by staff who felt well supported and received training that enabled them to provide effective care. People were asked to provide consent to the care they received. The Mental Capacity Act (2005) (MCA) was used appropriately to protect people who were not able to make their own decisions about the care they received.

People were provided with sufficient quantities of food and drink and people told us they enjoyed the food provided. Staff ensured that people had access to the healthcare professionals they required and followed any guidance that was provided by them.

There were positive and caring relationships between staff and people and staff showed an in depth understanding of the people they cared for. People and their relatives were able to be fully involved in planning their care and making day to day decisions about what they wanted to do. People were treated in a dignified and respectful manner by staff and their right to privacy was upheld.

People received care that was responsive to their changing needs and staff knew people well. Care plans gave a detailed description of people’s care needs and were regularly reviewed and updated. Some care plans contained contradictory information, however this was rectified during our inspection. There was a range of activities provided and people told us they enjoyed taking part. People knew how to complain and any complaints received were appropriately responded to.

There was a positive, open and transparent culture in the home, people and staff were encouraged to speak up and their comments were listened to. There were different ways people could provide feedback about the service they received, such as a satisfaction survey and regular meetings. The quality monitoring systems used by the registered manager and provider ensured that any areas for improvement were identified and acted upon.

We spoke to two people who use the service about the support with medicines that they received from the staff. One person said “I am treated well here”. The second person said “I am happy with their service” This person’s relative said “mum gets her medication. I have seen staff giving medicines to others and seen they are careful”.

The service had control measures and had recently put processes in place to implement safe procedures. However, improvements were needed.

At the time of our inspection there were sixty six people living at the home. We spoke with four people who lived at the home. One person told us “It’s great here, fantastic.’’ Another person told us “I feel safe and looked after’’. A third person told us “We get two choices of food, and it’s lovely”.

We also spoke to four members of staff. One staff member said “I love working here. The management provide support which helps me to be able to do my job thoroughly”.

We reviewed ten sets of care records. We found that is six sets of records risk assessments had not been reviewed monthly and some assessments had not been reviewed since March 2013.

During our inspection we found medicines were not being stored correctly. We also found that hand wash facilities for staff were inadequate.

People living at the service were involved in decisions about their care. One person said: “I go to meetings to talk about things, they listen to me.” All people we spoke with told us that the staff were very respectful and spoke with people in a dignified manner. One person told us: “All the staff, including the night staff are excellent, they are always here for us.” Another person told us: “The staff are great we have a good laugh, they are always respectful to me.”

People told us that the service was very good. One person told us: “I have choices about everything including the meals and what I want to wear each day.” We received positive comments about the quality of the food, one person said: “The food is brilliant we get plenty of drinks and snacks throughout the day as well.” People were very positive about the quality of support they receive from staff, one person who has dementia told us: “I like everything; everyone has been very good to me.”

We spoke with people living at the service about how safe and supported they felt. All of the people told us that they were safe and staff protected them. One person told us: “I am happy here, I am safe,” another person told us “I am safe here, I am alright.”

One person told us: “I think the staff are trained to do their job, they are on the ball.” Another person told us: “I feel listened to, the staff ask for my opinions.”

This inspection took place on 6 and 7 January 2015 and was unannounced. Jubilee Court provides accommodation and personal care for up to 75 people with or without dementia and people with physical health needs. On the day of our inspection 58 people were using the service. The service is provided in four units across two floors with passenger lifts connecting the two floors. Each unit was open so that people could access any of the communal areas in the home.

The service had a registered manager. 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.

At our last inspection in August 2013 we found that the provider was not meeting the legal requirements in respect of people’s care and welfare, infection control and medicines administration. During this inspection we found that the provider had made the required improvements. People received appropriate care that met their needs. People were cared for in a clean environment and received their medicines as prescribed.

People told us they felt safe living at the care home and staff knew how to protect people from the risk of abuse. The manager shared information about incidents with the local authority. People were supported by a sufficient number of staff and the provider ensured appropriate checks were carried out on staff before they started work.

Staff had the knowledge and skills to care for people effectively. People received support from health care professionals such as their GP and district nurse when needed. Staff took on board the guidance provided by healthcare professionals in order to support people to maintain good health. People had access to sufficient quantities of food and drink. People told us they enjoyed the food and there were different choices available.

We found the Mental Capacity Act (2005) (MCA) was being used correctly to protect people who were not able to make their own decisions about the care they received. Staff were aware of the principles within the MCA and took this into account in the way they cared for people

Staff treated people with kindness and compassion and we observed that caring relationships had been developed. People were involved in the planning and reviewing of their care and told us they were able to make day to day decisions. People told us they were treated with dignity and respect by staff and we observed this to be the case.

People were provided with care that was responsive to their changing needs and personal preferences. People felt able to make a complaint and told us they knew how to do so.

There was a positive and open culture in the home, people who used the service and staff felt able to approach the manager. People gave their opinions on how the service was run and suggestions were implemented where possible. There were effective systems in place to monitor the quality of the service. These resulted in improvements made to the service where required.