This inspection took place on 27 October 2016 and was unannounced.

The provider of Parklands Care Home is registered to provide accommodation and personal care for up to 29 people. At the time of our inspection there were 23 people who lived at the home plus one person attending for day–care.

There was a registered manager in post, who was on duty at the time of our inspection. 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.

We carried out an unannounced comprehensive inspection of this service on 19 and 22 February 2016 when we found that they were in breach of the law because they were did not have effective arrangements in place to monitor and improve the service. The provider wrote to us to say what they would do to make the necessary improvements. At this inspection we saw that the actions required had been completed and the regulations were now met.

The provider and the registered manager had introduced regular assessing and monitoring the quality of the service provided for people. The provider and registered manager took account of people’s views and suggestions to make sure planned improvements focused on people’s experiences.

People and their relatives told us they were happy with the care and support provided by staff. People felt staff understood their needs and they felt safe. Staff knew how to report abuse and unsafe practices. Staff were recruited based upon their suitability to work with people who lived at the home.

Staff showed a good knowledge of people’s needs and preferences as recorded in their care plans, so were able to deliver them when supporting people.

People were assisted in having enough to eat and drink to stay healthy. People were given choice of meals. Where necessary they were given extra help to eat and drink to stay well.

Staff knew how to support people when specific decisions needed to be made to meet their needs in their best interests. We saw people were given choices about their care and support. This enabled people to be involved in the decisions about how they would like their care and support delivered.

Where the provider and registered manager had identified shortfalls in staff training requirements, action had been taken to up-date staff by booking them training courses in the near future.

We saw people were treated with dignity and respect. People told us that staff looked after them well and were kind. Staff understood people’s needs, wishes and preferences and they had been trained to provide effective and safe care which met people’s individual needs. People were treated with kindness, compassion and respect.

People and their relatives had been consulted about the care they wanted to be provided. Staff knew the people they supported and the choices they made about their care and people were supported to pursue their interests. The provider had made improvement plans for people to access the gardens safely.

There were systems in place for handling and resolving complaints. People and their relatives knew how to raise a concern. The home was run in an open and inclusive way that encouraged staff to speak out if they had any concerns.

The Parklands provides accommodation and personal care for older people, for a maximum of 29 people. At the time of our inspection there were 24 people living at the home.

The inspection took place on the 22 and 23 October 2015 and was unannounced.

There was a registered manager at this home. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers 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 and their relatives told us that they felt safe and staff treated them well. However, we saw that staff were not always deployed effectively to keep people safe. The registered manager had identified that more staff were needed but had not consistently arranged for the extra staff to be on duty to support people safely. Staff we spoke with demonstrated awareness and recognition of abuse and systems were in place to guide them in reporting these.

Staff were knowledgeable about how to manage people’s individual risks, and were able to respond to people’s needs. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage them. Staff had up to date knowledge and training to support people who lived at the home. Staff knew people well, and took people’s preferences into account and respected them.

On many occasions staff were seen to be kind and caring, and thoughtful towards people. Staff showed a culture that was focussed on the people that lived at the home.

People were able to make choices about their day to day care and staff supported them to make decisions in their best interest. The registered manager had identified that some people would need assessments by the local authority to ensure people did not have their liberty deprived in an unlawful way. Applications had been submitted to the supervisory body so the decision to restrict somebody’s liberty was only made by people who had suitable authority to do so.

People told us they had access to access to health professionals were needed. Relatives told us they were constantly updated about their family member and were involved with their care provision. We saw people had food and drink they enjoyed.

People were able to see their friends and relatives as they wanted. There were no restrictions on when people could visit the home. People and relatives knew how to raise complaints and were confident action would be taken if needed. The registered manager had arrangements in place to ensure people were listened to.

People were involved in pastimes they enjoyed. Staff knew people and their needs well. Relatives told us they were consistently involved with their family member’s care. They knew who to speak to if they needed to make a complaint and felt confident any issues raised would be resolved. People who lived at the home and staff were involved in regular meetings were supported by the management team.

The provider needed to action the identified concerns and effectively monitor the future quality of service provision. Roles within the management team needed clarity to ensure actions were followed through and completed in some areas to promote the safety and wellbeing of the people who lived at the home.

Please see the actions we told the provider to take at the end of the report.