Lady Anne Treves Memorial Home is a care home. People in care homes receive accommodation and personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Lady Anne Treves Memorial Home provides accommodation, care and support for up to 21 people. Accommodation is arranged over three floors with stairs and a passenger lift linking each floor. The provider, Pilgrim’s Friend Society, is a Christian charitable organisation. The ethos of the organisation is to provide support for older Protestant Christians of any denomination. One of the provider’s stated aims is to provide people with every opportunity to pursue their Christian life.

This inspection was undertaken on 22 January 2018 and was unannounced. On the day of the inspection there were 18 people living at the home. The home had a registered manager who was present throughout the inspection on 22 January 2018. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

This was the first inspection since the home was registered with CQC on 21December 2016.

People and their relatives told us they felt safe at the home and that there were enough suitable staff on duty. One person said, “I use my bell quite a lot, the staff are pretty sharp answering it.” Another person told us, “I definitely feel safe here, the staff are wonderful.” People were receiving the medicines they needed safely and staff understood their responsibilities with regard to keeping people safe. Risks were identified and managed effectively and any incidents and accidents were monitored to inform practice and make improvements to the service.

Staff had received the training and support they needed to be effective in their roles. One staff member said, “The manager and the seniors are very approachable for anything.” People said they had confidence in the staff and one relative told us, “All the staff are good, and some have a real gift.” People had enough to eat and drink and they told us that they enjoyed the food on offer. One person said, “It’s just the same as I would have at home.” People were offered choices and their preferences were respected. Risks associated with nutritional needs were identified and managed and people received the support they needed to eat and drink.

People were supported to access health care services when they needed to. One person said, “If I needed the doctor the staff would arrange it.” Staff described positive working relationship with health care professionals. A visiting health care professional told us that staff made appropriate referrals and were knowledgeable about people’s needs. People‘s needs had been assessed using accredited tools in line with current good practice. Staff understood their responsibilities with regard to the Mental Capacity Act and people said that staff always asked them before providing care or support. Staff were using technology effectively to ensure that people’s needs were met in a timely way. Refurbishment work was being undertaken in the main lounge and dining area on the day of the inspection. Staff had taken steps to ensure that people were not caused distress during the building work.

People and relatives spoke highly of the caring nature of the staff. Throughout the inspection we observed staff treating people kindly. One person said, “We are very blessed that we have some very thoughtful people looking after us.” Staff knew people well and treated them with respect. One relative told us, “You only have to look at my relation’s face when the staff talk to her to know that she likes them.” People were included in decisions about th