This inspection visit took place on 3 November 2016 and was unannounced.

Orchard Manor View provides accommodation and personal care for up to 23 adults. The service is situated close to the centre of Leicester and has 21 single bedrooms and 2 larger rooms for couples, all with en-suite facilities. All areas of the service and gardens are wheelchair-accessible. At the time of our inspection, there were 19 people using the service, many of whom were living with dementia.

This was our first inspection of the service since they registered with us.

There was 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.

There were good systems and processes in place to keep people safe. Staff knew how to recognise the potential signs of abuse and what action to take to keep people safe. Assessments of risk had been undertaken and there were clear instructions for staff on what action to take in order to reduce the risk of harm to people.

People's medicines were managed in a way that kept them safe. People received the medicines they needed when they needed them.

There were enough staff to provide safe and effective care for people. Staff had the time to provide both one-to-one and group support for people.

Staff were skilled in meeting the needs of people living with dementia. Staff had completed training and qualifications they needed and used this knowledge to provide people with safe and effective care. People were supported to maintain their health and well-being. Staff made use of a range of health professionals and supported people to follow healthcare advice when needed.

Staff recognised their responsibilities to support people with decision making in line with the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. People's care plans reflected people's choices and ability to make decisions and these were reviewed regularly.

Staff were kind, respectful and compassionate to the people who used the service. People told us they felt staff respected their dignity.

People's care plans were person centred and written in a way that described their individual care needs, preferences and likes and dislikes. These were regularly reviewed and changes made where required. Staff knew people well and used the information they had about people's interests to tailor their support.

People could choose how to spend their time. There was support for people to take part in a range of activities to pursue their hobbies and interests.

The provider had a complaints policy and encouraged people and their relatives to express concerns and complaints in order to bring about improvements in people's care. Staff were supported to advocate for people if they had any concerns.

Staff told us they felt supported in their roles and the registered manager provided staff with clear guidance and leadership. The registered manager and the provider operated an open culture in the service where people, relatives and staff were encouraged to shared their views and ideas about their care and the service.

The registered manager assessed and monitored the quality of care provided. They used outcomes of audits and checks to identify improvements as part of their commitment to develop the service and ensure people received quality care.