The inspection took place on 22 June 2018 and was unannounced.

Pembroke 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. Pembroke House provides facilities and services for up to 100 older people who require personal or nursing care. The service is purpose built and provides accommodation and facilities over five floors. A designated area of the service provides care and support to people who are living with dementia, this area is called The Lodge. On the day of the inspection there were 29 people living at Pembroke House. This was the first inspection of the service since registration.

There was a registered manager in post who supported us during 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.

Sufficient staff were available to ensure staff had time to spend with people and their needs were met in a timely manner. Robust recruitment checks were completed to ensure they were suitable to work at the service. Staff completed a comprehensive induction and training programme to support them in their job roles. Additional training was also available to staff where specific training needs were identified. Staff received regular supervisions and this was monitored by the registered manager. Staff told us they felt supported and that the management team listened and acted upon their suggestions.

Staff understood their responsibilities in safeguarding people and protecting them from potential abuse. Risk assessments identified potential risks to people’s safety and management plans were implemented to reduce and monitor these. Accidents and incidents were reported and monitored to ensure any trends were identified and lessons were learnt. People lived in a clean and well-maintained environment which had been designed to consider people’s needs. Regular health and safety checks were completed and equipment was serviced as required. Safe infection control procedures were followed by staff and personal protective equipment was provided. The provider had developed a contingency plan to ensure people would continue to receive their care in the event of an unforeseen event.

People had access to healthcare professionals and advice provided was followed. Clinical review meetings were held weekly to review people’s healthcare needs. Safe medicines management systems were in place and staff competency in administering medicines had been assessed. People’s legal rights were protected as the principles of the Mental Capacity Act 2005 were followed and staff understood how this impacted on their role.

People were cared for by staff who showed them kindness and spent time getting to know them. There was a relaxed and friendly atmosphere throughout the service. People were encouraged to maintain their independence and keep in contact with those who were important to them. Visitors were made to feel welcome and there were no restrictions on the times they were able to visit. People’s religious and cultural needs were discussed and supported.

Prior to moving into the service people were involved in an assessment process which ensured the service would be able to meet their needs. Detailed, personalised care plans were in place which provided guidance to staff on how people preferred their care and support. Staff knew people’s needs well and worked as a team to provide the care they required. There was a range of activities offered which took into account people’s previous interests, hobbies and occupations.

There was a positive and open cult