This inspection took place on 25 October 2016 and was unannounced.

Jubilee Court Nursing Home is run and managed by Westfield Care Ltd. The home is purpose-built in a residential area on the outskirts of Worksop and provides a combination of residential, nursing and respite packages for up to 60 people at the present time. On the day of our inspection 41 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 who used the service and staff at Jubilee Court knew who to report any concerns to if they felt anything untoward had occurred. People’s care records showed that any risk to their safety had been identified and measures were put in place to reduce these risks. There were enough staff with the right skills and experience to meet people’s immediate needs. Medicines were stored, administered and handled safely.

People were supported by staff who had received the training they needed to support people effectively. People had consented to the care that they received. People’s rights were protected because staff acted in accordance with the Mental Capacity Act 2005. The principles of the Deprivation of Liberty Safeguards were understood and applied correctly.

People spoke positively about the food they received. They were able to have choice in what they ate at each meal and received support to eat if required. People had regular access to their GP and also other health care professionals when required.

People were supported by staff who were caring and treated them with kindness, respect and dignity. Staff encouraged people to remain independent wherever possible and where people showed signs of distress or discomfort, staff responded to them quickly. There were no restrictions on friends and relatives visiting their family members.

People received the care they needed in a way that met their needs. We saw staff provide planned care well. While a range of group activities were provided, people who could not or did not wish to join in with these activities complained of boredom. Care plans were written with the involvement of each person and their family. They were reviewed regularly to ensure staff responded appropriately to any change in need a person may have. A complaints procedure was in place and people felt comfortable in making a complaint if needed.

The atmosphere within the home was warm and friendly. People living in the home were asked for their opinions with regard to the service that they received, which meant that their views informed decisions to improve the service. Staff understood the values and aims of the service and spoke highly of the registered manager. The registered manager had clear processes in place to check on the quality of the service and to ensure that any improvements identified were made and sustained

Prior to our visit we reviewed all the information we had received from the provider. During the visit we spoke with five of the 38 people who used the service and seven relatives and asked them for their views. We also spoke with six care workers, a housekeeper, a registered nurse, the home manager and the registered manager. We also looked at some of the records held in the service including the care files for two people. We observed the support people who used the service received from staff and carried out a brief tour of the building.

We carried out this inspection to answer five key questions; is the service safe, effective, caring, responsive and well-led. Below is a summary of what we found. The summary describes what we observed, the records we looked at and what people using the service, their relatives and the staff told us. If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

We found people’s care and support was planned and delivered in a way that ensured their safety and welfare. A person who returned from hospital said, “I am glad to be back here.”

Systems were in place to ensure people received their medication safely and medicines were safely administered. A relative said their relation was, “Kept free from pain.” A person who used the service said, “I have a lot of tablets, I can’t judge them. They look after it well for me.”

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff have been trained to understand when an application should be made, and how to submit one.

Is the service effective?

We found the provider had effective systems to involve people in planning their care, and obtaining people’s consent for this to be provided. We found staff were effective at meeting the care and welfare needs of all the people who used the service. A relative said their relation was, “Cared for extremely well and kept as comfortable as they could be.” Staff told us they involved other professionals where needed to meet people’s needs. We saw this included various healthcare professionals.

Is the service caring?

We observed staff speaking with and supporting people in a sensitive and caring manner. A person who used the service said one staff member, “Does my tea just how I like it.” We saw a number of people who used the service enjoying breakfast in the dining room on the residential floor where staff were present in the room,

We saw a nurse ask people if they wanted any pain relief and responded to their wishes. A relative said their relation was, “Kept free from pain.”

Is the service responsive?

We found care workers responded appropriately when people had the capacity to make decisions about their care and welfare. A person who used the service said, “My choices are respected.”

We found staff responded appropriately to the care and welfare needs of people who used the service. One person said, “I have put on some weight, which I needed to.”

We found there were not always enough staff on duty on the nursing floor to respond to people’s needs in a timely manner. A staff member said, “If we are with a person in a room and someone is buzzing [using the call bell] we tell people they have to wait.” A person who was cared for in bed said, “If I ring they try to come straight away, but sometimes they might be attending to someone else.”

Is the service well-led?

There is a registered manager in post to oversee the management of the home and they are supported in this by a management team. We found the provider was effective at assessing and monitoring the quality of the services provided. There were staff meetings held and staff were provided with supervision and training.

We received a number of positive comments about the service. A relative said, “I find it very positive here, I have no complaints.” However some relatives and people who used the service also told us they did not feel comfortable to raise issues.

We used a number of different methods to help us understand the experiences of people who used the service. We looked at records. Spoke with four people who lived at the service and one visitor. We spoke with the provider and three members of staff. We also observed how staff interacted and supported people who used the service.

People felt their respect and dignity was maintained. One person told us, “They (care staff) are very good, they look after me. I try to be as independent as possible but when I do need help they are very respectful.” Another person said, “I cannot grumble about any of the staff, they listen and respect me.”

We found that systems were in place which ensured people received input and treatment from other health care professionals when required.

People told us they felt safe in the home and the staff had the right qualifications, skills and knowledge to perform their duties in a safe manner. Comments included, “It’s nice and safe here. I have no concerns at all. They (care staff) always pop in to see me and ask if I am feeling okay. It’s nice to have people around who care.”

People were provided with the opportunity to comment on the quality of service provision at residents meetings and were also able to discuss any issues which were important to them with the management team.

We found that the communal areas were maintained to a very good standard. This observation was confirmed by people who used the service as they told us that the service had improved significantly over the past few months and said the general décor had improved together with the standard of hygiene maintained throughout the home.

You can see our judgements on the front page of this report.