This inspection took place on 04 June 2018 and was unannounced.

Mayflower Court is registered to provide care for up to 80 people. The home supports older people all of whom were living with different forms of dementia. The accommodation comprised of a new purpose built building over two floors. Mayflower Court is part of the Bowthorpe Village. This includes a 'housing with care scheme' The Meadows. This is part of the Bowthorpe Village and was inspected separately and was not part of this inspection. There were 80 people living in the service at the time of our inspection visit.

Mayflower Court is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission regulates both the premises and the care provided, and both were looked at during this inspection.

There was a registered manager in post. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated regulations. The registered manager shared that they would soon be leaving their employment with Norse Care (Services) Limited. The registered manager told us, a manager from another Norse Care Home would be transferring to Mayflower Court on a permanent basis and would be making an application to register with the Commission in due course.

At the last inspection on 16 and 17 March 2017 the service was rated 'Requires Improvement.' The report was published in June 2017. At that inspection we identified three regulatory breaches’ of the Health and Social Care Act 2008 (Regulated Activities) 2014. This was due to the registered manager failing to ensure that people's emotional and social needs were met by staff. People were not always treated with dignity and respect. The management of the service had failed to have effective systems and processes in place to monitor and improve the safety of the service provided. We also found the service was in breach of one regulation of the Care Quality Commission (Registration) Regulations 2009. This was due to the service failing to notify us of significant incidents in a timely way.

Since our last inspection, we have continued to engage with the registered manager. We required the registered manager to complete an action plan to show what they would do and by when to improve the key questions is the service safe, effective, caring, responsive and well-led to at least good.

At this inspection, we confirmed that the registered manager and provider had taken sufficient action to address previous concerns and comply with required standards. As a result, at this inspection we found significant improvements had been made and maintained, resulting in the overall rating and each key question being changed to, ‘Good’.

There were systems, processes and practices to safeguard people from situations in which they may experience abuse. Risks to people’s safety had been assessed, monitored and managed so they were supported to stay safe while their freedom was respected.

Suitable arrangements had been made to ensure that sufficient numbers of suitable staff were deployed in the service to support people to stay safe and meet their needs. Background checks had been completed before care staff had been appointed.

Overall medicines were managed safely and staff had a good knowledge of the medicine systems and procedures in place to support this.

People were protected by the prevention and control of infection and lessons had been learnt when things had gone wrong.

Training was provided to staff to meet the needs of people. Staff received regular supervision and appraisal and told us they felt supported in their roles.

People were supported to have maximum choice and control of their lives and staff supported them in the least

The inspection took place on 16 and 17 March 2017 and was unannounced.

Mayflower Court is registered to provide care for up to 80 people. The home supports older people all of whom were living with different forms of dementia. The accommodation comprised of a new purpose built building over two floors. Mayflower Court is part of the Bowthorpe Village. This includes a ‘housing with care scheme’ The Meadows. This is part of the Bowthorpe Village and was inspected separately and was not part of this inspection.

There was a registered manager in place. 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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. For the purposes of this report the registered manager will be referred to as the manager. When we make reference to the management team this includes the registered manager, deputy manager, and team leaders.

Mayflower Court has been open for a year this was the home’s first inspection.

At this inspection we found breaches of the Health and Care Act and registration regulations. You can see what action we asked the provider to take at the full length version of this report.

People’s medicines were not always managed in a safe way. There were some gaps with staff signing to say people had received their medicines. People’s medicines were not always stored in a safe way. The management team’s medicine monitoring systems were not always effective.

The home supported people living with dementia; however staff lacked the specialist knowledge and skills to meet these people’s needs. Staff did not react to people who expressed distress as a result of their dementia. Staff did not have adequate inductions, training, and general support from the management team and provider to support people who were living with dementia.

People were not always supported in a caring and respectful way; people who were distressed were often ignored. People where not always treated in a way which promoted their dignity and in a way which was respectful.

People were not supported to make choices with their meals and drinks. Staff did not always know what people’s likes and dislikes were. Staff did not spend time with people chatting and engaging with them, in an effort to get to know people and make their daily lives more interesting. People felt bored and sometimes felt like they did not matter. However, people were motivated and willing to engage with others when given the opportunity.

The management team was not monitoring the culture of the service. Staff received observations of their practice, however the management team had not identified that staff were not responding to people’s social and emotional needs.

The manager and the provider had not considered ways to involve the community, and seek the views of people who lived at the home and their relatives.

The management team had completed risk assessments for people at Mayflower Court and obtained information about people’s lives. Accidents and incidents were responded to in a timely way. The service had a good health infrastructure to monitor and respond to people’s health needs.

At the end of our inspection we raised the issues we found with the management team. They were receptive and open to these issues. We shortly received an action plan which identified these issues. The management team demonstrated a willingness and a commitment for the service to improve. This gave us confidence that the service would improve.