OSJCT Boultham Park House is registered to provide residential care for up to 35 older people, including people living with dementia. The registered provider also operates a day care support service in the same building as the care home although this type of service is not regulated by CQC.

We inspected the home on 22 November 2016. The inspection was unannounced. There were 31 people living in the home on the day of our inspection.

The home had a registered manager in post. A registered manager is a person who has registered with CQC to manage the service. Like registered providers (the ‘provider’) 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.

CQC is required by law to monitor the operation of the Mental Capacity Act, 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) and to report on what we find. DoLS are in place to protect people where they do not have capacity to make decisions and where it is considered necessary to restrict their freedom in some way, usually to protect themselves. At the time of our inspection the provider had submitted DoLS applications for seven people living in the home and was waiting for these to be assessed by the local authority. Staff demonstrated their understanding of the MCA and demonstrated their awareness of the need to obtain consent before providing care or support to people. Any decisions that staff had made as being in a person’s best interests were in line with the requirements of the MCA.

There was a warm, welcoming atmosphere in the home and staff provided people with kind, person-centred care. People were treated with dignity and respect and were encouraged to maintain their independence. People were provided with food and drink of good quality that met their individual needs and preferences.

Staff knew people as individuals and provided care that was responsive to each person’s personal preferences and needs. A varied range of communal activities and events was organised to provide people with occupation and entertainment. The provider had recently introduced a new small group reminiscence programme for people living with dementia.

The provider worked closely with local health and social care services to ensure people had access to any specialist support they required. People’s medicines were managed safely. Staff recognised potential risks to people’s safety and took steps to address them. Staff knew how to recognise and report any concerns to keep people safe from harm. A range of auditing and monitoring systems was in place to monitor the quality of service provision.

There were sufficient staff to meet people’s care needs and staff worked together in a friendly and mutually supportive way. The provider supported staff to undertake their core training requirements and encouraged them to study for advanced qualifications. Staff were provided with regular supervision.

The registered manager maintained a high profile within the home and provided strong, supportive leadership to her team. The registered manager had fostered an extremely open organisational culture which was reflected in the attitudes and behaviours of staff at all levels.

We used a number of different methods to help us understand people’s experiences. We spoke with seven people who lived at the service, three relatives, four staff members, the acting manager and an operations manager.

We also looked at records. These included care records and information about how the service operated.

One person told us, “I have not been here long but the care is first class. I plan to go home at some point and the home is supporting me with all my plans and decisions.”

A visiting relative said, “Visitors come and go throughout the day. There is always something going on here and I think the care is given in a way that makes it feel like my home as well as my relatives.”

People were supported sensitively and their dignity maintained when staff provided physical care. Staff also encouraged people to take part in meaningful activities.

One person said, “We choose the things we want to be involved in and if we have any views about the home or any concerns the manager and staff listen carefully and respond.”

In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a registered manager on our register at the time.

As part of our inspection we spoke with several people who use the service. They all spoke positively about the care, support and accommodation they received.

They told us they liked living in the home and they were treated with respect and dignity. All the people we spoke with said the food was good and plentiful and they had a good choice.

People told us they had an opportunity to share their views and wishes about the service.

One person told us, “We have regular meetings and are asked our views the manager and staff listen to what we say.”

Another person said they felt safe and were confident staff knew how to meet their needs. They told us, “The staff are all kind and caring, I don’t have any problems.”

During the visit we spoke with relatives who said they were very happy and satisfied with the care provided. One relative said, “Communication is good the manager is very approachable.”

We spoke with a visiting optician who regularly visits the home. They told us, “The manager is always on hand and the staff are supportive and approachable.” and “People who live here always appear well cared for.”

On the day of our inspection we found the home was calm and relaxed. People looked well cared for and their needs were met in a person centred, sensitive and caring manner.

During our visit we observed people joining in a church service provided by a volunteer. We observed people being supported by staff to play scrabble and saw some people went to out to the local park with staff.