At the last inspection in October 2015, the service was rated as Good. At this inspection in January 2018 we found the service remained Good. The inspection was unannounced.

Newholme House is a ‘care home’. People in care homes receive accommodation and nursing or 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. Newholme House accommodated 17 people in one building which consisted of two floors.

The service has a registered manager in 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.

People told us they felt safe when receiving care and were involved in developing and reviewing their care plans. Systems were in place to protect people from abuse and harm and staff knew their responsibilities for safeguarding people. Risk assessments had been completed so that staff knew how to keep people and themselves safe.

There were sufficient staff with the right knowledge and skills to meet people’s needs. Staff had been recruited safely. Staff had the competence and skills to administer medicines safely and as prescribed and there was a system in place to protect people from the risks of infection. The provider recorded, reviewed and investigated incidents and accidents and took the necessary action.

People’s needs were holistically assessed and support delivered in line with current guidelines. Staff were provided with training and supervision in order for them to carry out their role effectively. People’s health needs were met as staff liaised well with health and social care professionals. People received a balanced diet which met their nutritional needs.

We made a recommendation that the provider continue to consider what improvements and modernisation may be necessary in the longer term to meet the changing needs and expectations of people who use the service.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People’s end of life wishes were taken into account and care provided accordingly.

The staff were very caring, supportive and kind. They respected people's privacy and dignity. The service was responsive to people’s needs and wishes as they listened and involved them in their care. Positive relationships had been maintained. The service was meeting the Accessible Information Standard by ensuring people’s sensory and communication needs were met.

There was an effective complaints procedure in place and people and their relatives knew how to make a complaint should they need to. Systems were in place to regularly assess and monitor the quality of the service provided. Feedback from people, their relatives and staff was encouraged with regular contact and reviews of people's care. This feedback was used to make improvements to the service and was very complimentary of the service provided.

The inspection took place on 27 October 2015 and was unannounced.

Newholme House is a residential home registered to provide accommodation with personal care for 18 older people, some who may have dementia. The home is in a residential setting and rooms, both single and shared are on two floors. There were 11 people using the service on the day of our 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 legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service had appropriate systems in place to keep people safe and staff followed these guidelines when they supported people. There were sufficient numbers of care staff available to meet people’s care needs and people received their medicine as prescribed and on time.

The provider had a robust recruitment process in place to protect people from the risk of avoidable harm. Staff had been recruited safely with the skills and knowledge to provide care and support to people.

People’s health and emotional needs were assessed, monitored and met in order for them to live well. The service was individualised and person centred. The service worked closely with relevant health care professionals. People received the support they needed to have a healthy diet that met their individual needs.

People were treated with kindness, compassion and warmth by staff who knew them well and who listened to their views and preferences. Their dignity and well-being was respected.

People were able to raise concerns and give their views and opinions and these were listened to and acted upon. Staff received guidance about people’s care from up to date information about their changing needs.

There was a strong manager who was visible in the service and worked well together with the team. People were well cared for by staff who were supported and valued.

Management systems were in place to check and audit the quality of the service. The views of people were taken into account to make improvements and develop the service.

People who used the service and their relatives were happy with the care and support provided by the staff and manager at Newholme House. One person told us: “The staff were kind and friendly.”

People were supported to consent to their care and support. Where people did not have capacity to make decisions, the necessary systems were in place to ensure their wishes were taken into account. Effective coordination and liaison with health professionals ensured that people received appropriate health services.

A system for the safe administration of medication was in place and there were sufficient staff members available to provide adequate care and support and protect people who used the service.

Quality assurance and monitoring systems were in place for the safeguarding and protection of people who lived at Newholme House. Staff carried out their responsibilities in a professional and caring way. A relative told us: “We are always welcomed and know that if we have any concerns we would talk to the staff and things would be put right very quickly.”

People who lived at Newholme House had a range of complex needs including dementia. People who were able to speak with us told us that they felt cared for, were given choices about every day activities and encouraged to be as independent as possible. One person said "The carers are all very good, and we have a good laugh together and I cannot fault them."

A number of people were not able to tell us directly about their experiences but we observed that they were relaxed and they interacted positively in different ways with the staff.

Feedback about the service from two relatives we spoke with was positive. They told us that staff were kind, considerate, provided good care and were always available.