What life is like for people using this service:

People received safe care. Staff knew how to keep people safe from harm and people told us they were safe. The provider had a system in place to recruit staff to ensure people would be supported safely. There were enough staff to support people safely. Staff followed infection control guidance, they received appropriate training and had access to personal protective equipment. Accidents and incidents were noted and trends monitored to reduce accidents.

People received effective care. Staff had the skills and knowledge to support people how they wanted. People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice. People received enough to eat and drink to ensure they had a healthy diet. People could access health care when they needed.

People received care from staff who were kind and caring. People were supported and encouraged by staff to make decisions as to how their needs were met. Staff were caring, compassionate and kind. Staff understood the importance of respecting people’s privacy dignity and independence.

People received care for staff who were responsive to their needs. Assessments and support plans were in place identifying what was important to people and how people would be supported. The support people received was centred around them and they were involved in any decisions made. People socialised how they wanted. The provider had a complaint process which people were aware of to share any concerns.

The service was effectively managed. The environment was welcoming, warm and relaxing. The registered manager was approachable and people knew them well. Spot checks and audits were taking place to ensure the quality of the service was maintained. The registered manager looked at ways they could continuously improve the service.

More information is in the detailed findings below.

Rating at last inspection: Rated Requires Improvement (Report published 14 November 2017).

About the service: Lyons Court is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Lyons Court accommodates up to 26 people in one adapted building

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service remained Good overall.

Follow up: We will continue to monitor the service through the information we receive until we return, as part of the inspection programme. If any concerning information is received we may inspect sooner.

Lyons Court is a ‘care home’. People in care homes receive accommodation and personal care under a contractual agreement. CQC regulates both the premise and the care provided and both were looked at during this inspection. Lyons Court accommodates up to 26 people in one adapted building. At the time of our inspection 22 people were using the service.

This inspection took place on 14 November 2017. The inspection was unannounced, this meant the staff and provider did not know we would be visiting.

At the last inspection on 3 December 2015 the service was rated ‘Good’. At this inspection we found that overall the service required improvement. This is the first time this service has been rated requires improvement.

Since the last inspection a new manager has been appointed and had taken up post. 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.

Most people spoke positively about the service and the care that was provided. They told us they were listened to and staff were kind and caring.

People told us that they felt safe. Staff were clear about what was abuse and the steps that they should take to protect people. Risk’s to people’s daily life’s had been assessed. However, some risk assessments did not provide enough detailed information to ensure people were kept safe from harm.

Checks were undertaken on staff suitability for the role and there were sufficient numbers of staff available to meet the needs of the people living in the service. However, staff were not always deployed effectively to meet people's needs.

There were adequate systems in place for the safe administration of medication and people received their medicines as intended.

Staff received an induction to prepare them for their role and additional training was provided to support their learning and development. However, competencies were not carried out to ensure staff had understood the training and were putting it into practice. We have made a recommendation about this.

Staff had understanding of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS).

People who lived in the home were positive about the quality of the food and our observations were that people enjoyed their meals.

Care plans did not consistently reflect people’s needs which meant that some people were at risk of receiving inconsistent care. We have made a recommendation about this.

People had some meaningful activities offered but only during the weekday. We have made a recommendation about this.

The manager was enthusiastic and motivated in their job role.

Complaints were taken seriously and investigated. Staff did not always feel fully communicated to by the management team.

There were systems in place to drive improvement but these would benefit from clearer documentation to ensure clear oversight of what is required and a timescale for any actions to be completed by.

This inspection took place on 3 December 2015 and was unannounced.

Lyons Court provides accommodation and care for up to 26 people, some of whom may be living with dementia. There were 26 people living at the service at the time of our inspection.

The service has a registered manager in post. 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.

People were safe because staff supported them to understand how to keep safe and staff knew how to manage risk effectively. There were appropriate arrangements in place for medication to be stored and administered safely, and there were sufficient numbers of care staff with the correct skills and knowledge to safely meet people’s needs.

The service was meeting the requirements of the Deprivation of Liberty Safeguards (DoLS). Appropriate mental capacity assessments and best interest decisions had been undertaken by relevant professionals. This ensured that the decision was taken in accordance with the Mental Capacity Act (MCA) 2005, DoLS and associated codes of practice.

The Care Quality Commission (CQC) monitors the operation of the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) which apply to care homes. We found the provider was following the MCA code of practice.

People had access to healthcare professionals. A choice of food and drink was available that reflected their nutritional needs, and took into account their personal lifestyle preferences or health care needs.

Staff had good relationships with people who used the service and were attentive to their needs. People’s privacy and dignity was respected at all times.

People and their relatives were involved in making decisions about their care and support.

People were treated with kindness and respect by staff who knew them well and who listened to their views and preferences.

People were encouraged to follow their interests and hobbies. They were supported to keep in contact with their family and friends.

There was a strong management team who encouraged an open culture and who led by example. Staff morale was high and they felt that their views were valued.

The management team had systems in place to monitor the quality and safety of the service provided, and to drive improvements where this was required.

During our inspection we spoke with three people who used the service and one visiting relative. One person said of the service, "It's a lovely home. Can't complain" Another person we spoke with told us, "Staff are very kind. I have no grumbles."

We found that care records and risk assessments were up to date and showed how the service identified and met the needs of people who used the service in a safe and caring way. Medication records were clear and up to date.

We saw that the provider responded effectively to safeguarding concerns and that staff were trained to respond to concerns relating to incidents of abuse should these occur.

Staff received regular supervision and training related to their roles to deliver care safely.

People who lived at Lyons Court told us they liked the home and their rooms were comfortable. They told us that the staff were very caring, kind and appreciated having a joke and a laugh with them. Staff members spent time with them individually and they felt listened to and respected. One person told us, “I can come and go as I please. Help is always at hand if I need it. The staff talk to you like you are a proper human being and that is really important to me.”

All the necessary policies and procedures, records, quality assurance and monitoring systems were in place for the protection of people who lived at Lyons Court. Staff carried out their caring responsibilities well and people and their families were involved in their care arrangements. One relative said “My [relative] was so well looked after here; the staff were lovely and cared for her so well. Nothing was too much trouble – we can’t thank them enough.”

People with whom we spoke, told us, that they were happy living at Lyons Court and found the staff to be nice and caring. Comments included “It’s lovely here”, “The staff are very kind and nothing is too much trouble” and “Everything is fine, I have no concerns.” One relative confirmed to us that they were very happy with the care and support provided by staff to their member of family. They told us that they felt that their relative’s care needs were met and that staff were responsive to peoples’ needs in general.

People living in the home looked relaxed during the day of our visit. People told us that they felt safe and that, if they had any concerns or worries, they would discuss them with their relative or a member of staff.

People told us that they felt there were adequate numbers of staff on duty to meet their care needs. Relatives spoken with confirmed that they were not aware of any negative impact to their member of family’s health and wellbeing, as a result of a reduction in staffing levels at this time.