The inspection visit took place on 02 August 2016 and was unannounced.

Richmond Village Nantwich is part of Richmond Care Villages Holdings Limited. They are registered to provide care and support to 42 people who require help with their daily lives. The home is located on a residential estate in Nantwich and is approximately one mile from the town centre. People who live at the home are accommodated in single rooms, each with ensuite facilities. Staff are on duty 24 hours a day to care for the people who live at the home. At the time of the inspection 40 people lived at the home.

A registered manager was in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

At the last inspection in September 2013 they met all regulations inspected at that time.

We found the registered manager had systems in place to record safeguarding concerns, accidents and incidents and take appropriate action when required. Staff told us and records confirmed safeguarding training had been completed by staff and they understood their responsibilities to report any unsafe care.

Risk assessments had been developed to minimise the potential risk of harm to people who lived at the home whilst receiving care. These had been kept under review and were relevant to the care provided.

We observed medicines were administered to people in a safe and appropriate manner. These were stored in a secure, clean environment. All processes were regularly audited to assess and maintain the safe management of people’s medicines.

We looked at how the service was staffed. We found sufficient staffing levels were in place to provide support people required. We saw the deployment of staff throughout the day was organised.

We found equipment used by staff to support people had been maintained and serviced to ensure they were safe for use.

Care plans were organised and had identified the care and support people required. We found they were informative about care people had received. They had been kept under review and updated when necessary to reflect people’s changing needs.

The management team understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.

Staff had received training and were knowledgeable about their roles and responsibilities. Staff told us access to training courses and opportunities to develop their skills was good.

We saw regular snacks and drinks were provided between meals to ensure people received adequate nutrition and hydration. We observed the lunch time meal which was well organised. People who required support to eat their meals were supported by staff who were caring and patient. Comments were positive about the quality of food at the home, one included, “Nothing is too much trouble for the kitchen staff they are wonderful and all meals are very good.”

We observed staff treated people with respect, patience and dignity. People we spoke with told us staff were caring and respectful. One person who lived at the home said, “Yes they definitely do respect my privacy and always knock before coming in.”

Staff knew the likes and dislikes of people who lived at the home and delivered care and support in accordance with people’s wishes. During the inspection we observed people were supported to carry out activities which they enjoyed.

Richmond Village had a complaints procedure which was made available to people on their admission to the home. People we spoke with told us they were comfortable with complaining to staff or the management team.

The registered manager and organisa

This inspection was a routine and unannounced visit. So the provider and the staff did not know we were coming. On the day of our inspection we saw, spent time with, or engaged in detailed discussion with most of the people living in the home in the course of the day. We met with four people and had an in depth discussion about their personal experience of living in the home. We reviewed and tracked information about their care. We found that their care needs were assessed and that care was planned. We also found that the staff understood people’s care needs and how to protect them from risk and harm.

We observed how staff supported and cared for people.

We saw that staff respected people’s privacy and dignity, and took account of what people had to say in relation to the way their care was provided. For example, we saw that staff encouraged people to make informed choices about the food they ate and the social activities they participated in each day.

We also saw that people were actively encouraged and given support to maintain their independence.

The staff told us they enjoyed working at the home. We saw that all the required checks were made to ensure they were fit to do their job.

There were systems in place to ensure people could raise concerns and improve the quality of the care received.

Everyone we spoke with had only positive comments to make about their experience and about the standards of care at Richmond Village Nantwich.

During our inspection we spoke with people who lived in the home, relatives and healthcare professionals. The people who lived in the home were all very positive about their experiences of living in Richmond Village.

We saw that staff treated people with respect and maintained their dignity. We saw that people had personalised their bedrooms with photographs and individual possessions.

The care files we saw for the people who lived in the home contained an assessment of their needs which was carried out prior to them moving into the home.

The relatives spoken with told us they were regular visitors to the home. They said they no concerns about the care and support offered to people who lived in the home.

We spoke with healthcare professionals during our inspection. They told us staff were prompt in contacting them if they were worried or concerned about people’s health.

We saw records in the care files that showed people had received visits from or had visited healthcare professionals, this included hospital appointments.

We saw staff spending time talking with and caring for people to ensure that they received the care and support they needed.

There were policies and procedures in place to safeguard people who used the service from harm or possible abuse.

There were effective staff recruitment procedures were in place within the home.

We saw that there were policies and procedures in place to deal with any complaints received.

People we spoke with were positive with the support and care they received in Richmond Village Nantwich. They told us that staff listen to any worries, concerns or complaints they may have and that they were confident these would be listened to and acted upon. We were told they were encouraged to take part in planning their care and on how they wish to live their daily lives.

People who use the service told us they receive the level of support they require to live as independently as possible. They told us they liked living in Richmond Village and liked the staff who support them and ‘treat them well’. They also told us staff help ensure they were kept safe and that their health and social care needs were being met.

Overall people who use the service told us were very satisfied with service they receive.

Information received from a health care professional told us they have no worries or concerns about the care and welfare of the people who use the service.