About the service: Park Hill is a residential care home that was registered to provide personal care and accommodation for up to 60 people aged 65 and over. At the time of the inspection there were 59 people living at the home.

People’s experience of using this service:

People and their relatives told us they thought the home was safe. The environment was clean and the building was safe and well maintained. Staff treated people with kindness, dignity and respect. It was clear that people had positive relationships with staff members. People told us that staff treated them well.

New staff had been safely recruited and received appropriate training in safeguarding vulnerable adults. This helped ensure people were safe. Staff had also received other training and ongoing support to enable them to be effective in their role. All staff had regular access to their line manager to discuss any issues or concerns. One staff member told us, “It’s a nice place to work.” We saw that there were enough staff available to meet people’s needs in a safe and timely manner. The staff rota was arranged so that there was enough staff available during busier times of the day.

Each person had an individualised assessment of their needs when they came to live at the home. Their needs in relation to equality and diversity were considered during the assessment process. Each person had a person centred and individualised care plan which provided guidance for staff on people’s needs, wishes and preferences. We saw that these were put together in partnership with people and their families and they were regularly reviewed. People’s consent was sought in day to day decisions and formally in more serious decisions. Each person’s file also contained appropriate risk assessments. These helped ensure that people received appropriate care and that risks were reduced. We saw that people’s medication was administered safely. The service had a positive relationship with the local GP surgery and they worked together to ensure people’s needs were met.

Lots of activities were provided in the home. There was a book exchange, visiting entertainers, exercise classes, a cinema room, art and crafts, puzzles, there was also a covered atrium with a foosball table. There was a sensory room with water beds which people could use to help them relax. One person told us, “There is plenty to do. I never get bored.” People were supported to celebrate special occasions the way they wanted to. One person had been supported to arrange an Elvis tribute act to celebrate their birthday.

People were supported to maintain a balanced diet. They praised the food available at the home. Comments included; “The food is brilliant.” And, “I look forward to mealtimes.” The food looked, smelt and tasted appetising. Drinks and snacks were available throughout the day. One person told us, “There is always a brew on.” We saw that people’s weights were closely monitored and staff intervened early if people started to lose weight.

There was a positive and caring culture at the home. People told us they felt well cared for and they appeared relaxed and comfortable. Staff told us they felt listened to and that the registered manager and provider were approachable. The service was well led and had a culture of learning and continuous improvement. The manager took appropriate action to help ensure that people were safe. They responded to and took appropriate action regarding any safeguarding concerns and accidents and incidents that happened at the home.

People were consulted with and throughout the inspection we saw lots of examples of people being encouraged to make choices for themselves about how they spent their time and other day to day choices. The service also listened to people and responded positively to their concerns. There were also regular residents and relative’s meetings and we saw that the staff were open to suggestions during other times.

Rating at last inspection: Good – Au

We inspected Park Hall on 12 July 2016. Park Hall provides personal care for up to 60 people. There were 57 people living at the service at the time of our inspection.

The service is required to have 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 was a registered manager in post at the time of inspection.

People felt safe and staff knew how to protect people from avoidable harm and abuse. People's risks were assessed and managed to help keep them safe and we saw that care was delivered in line with agreed plans.

There was sufficient staff to meet people's needs. We saw that people's needs were responded to promptly and staff had undergone pre-employment checks to ensure they were suitable to work with the people who used the service.

People’s medicines were stored, administered and managed safely.

Staff understood how to support people to make decisions and when they were unable to do this, support was provided in line with current legislation and guidance.

People knew how to complain and staff knew how to respond to complaints. A complaints procedure was in place, and people and their relatives were encouraged to give feedback on the care provided.

People had enough food and drink to maintain a healthy diet. People had choices about their food and drinks and were provided with support when required to ensure their nutritional needs were met.

People's health was monitored and access to healthcare professionals was arranged promptly when required.

Staff were suitably trained to meet people's needs and were supported and supervised in order to deliver care to people effectively.

People were treated with kindness and compassion and they were happy with the care they received.

We saw that systems were in place to monitor quality and that the registered manager analysed information and took actions to make improvements when required.

There was a positive atmosphere within the service.