This was an unannounced inspection visit which took place on 22 and 26 June 2017. We last inspected this service on 01 and 02 December 2014 where the service was meeting all the regulations.

Robert Harvey House currently provides nursing care and support for a maximum of 52 people who live with dementia, physical disability, alcohol/drug dependency or mental health conditions. At the time of our inspection 46 people were living at the home. Accommodation is provided over two floors. There are lounges, rest spaces, dining areas and a themed room. Every bedroom was bright and spacious with en-suite facilities.

There was 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 and associated Regulations about how the service is run.

During this the inspection, we found the provider had thoughtfully designed the building with excellent facilities and staff demonstrated strong values that promoted person centred care. We corroborated this when we toured the building and talked with people and relatives.

People who lived at the home were kept safe. Staff were trained to identify signs of abuse and supported by the provider’s processes to keep people safe. Potential risks to people had been identified and appropriate measures had been put in place to reduce the risk of harm. People were supported by sufficient numbers of suitable staff that had been recruited safely. People received their medicines as prescribed.

Staff worked within a highly trained team and were given the time to support people. This ensured people received care and support from staff that had effective skills to consistently meet people’s needs. Staff received regular supervision and appraisals, providing them with appropriate support to carry out their roles. We saw staff treated people as individuals, offering them choices whenever they engaged with people. Staff sought people's consent for care and treatment and ensured people were supported to make as many decisions as possible. Where people lacked the mental capacity to make informed decisions about their care, relatives, friends and relevant professionals were involved in best interest's decision making. Therefore, the provider had acted in accordance with the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS).

Food standards were to a very high level. When we discussed the quality of meals with people and their relatives, they said food was of a very high quality. The kitchen staff ensured there were effective processes in place to support people with their nutritional needs. People spoke positively about the choice of food available. Staff supported people who were living with dementia to eat and drink to maintain their health and wellbeing in a caring and sensitive way. People were supported to access health care professionals to ensure that their health care needs would be continuously met.

People and relatives told us that staff were kind, caring and friendly and treated people with dignity and respect. The atmosphere around the home was tranquil, warm and welcoming. People were relaxed and staff supported people in a dignified way. People and relatives told us they were well supported by staff and the management team and encouraged to maintain relationships that were important to people. People’s health care needs were assessed and regularly reviewed. Relatives told us the management team were good at keeping them informed about their family member’s care. People were supported by a dedicated activities team that provided excellent opportunities to optimise people’s social and stimulation requirements. People and their relatives told us they were confident that if they had any concerns or complaints

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care. We saw people being consulted about what they would like to do. People’s preferences were documented to inform staff. One relative told us: “I am so pleased, this home respects the resident’s values. Recently they organised a fashion show, which incorporated all religions/ethnicities i.e. Indian dress, Islamic attire and English outfits etc.”

People experienced care, treatment and support that met their needs. People were encouraged to remain as independent as possible and to participate in a range of activities and outings. The activities programme showed several events each day. One person told us, “There is always something to do.”

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

People were cared for by staff who were qualified, skilled and experienced to meet people’s needs. The majority of staff held a care qualification. There were enough staff on duty to meet people’s care and welfare needs.

People were able to make complaints. The service supported people to make complaints. Complaints were investigated and resolved to the complainant’s satisfaction.

Robert Harvey House is a 42 bedded home for older people. Which cares for people requiring general nursing and those living with dementia.

The home is currently undergoing a full scale refurbishment, due for completion at the end of the year.

Observations of care delivered, documentation and discussions with people demonstrated that care and treatment was delivered in line with relevant research and guidance, and there were arrangements in place to deal with foreseeable emergencies.

On the day of the inspection we spoke to four people and they told us that they felt happy in the home. One person commented: “This is my home.” Another person said, “The staff are like my friends, kind and natural”.

Nutrition and hydration needs were sufficiently met to cater for all the people within the home. People felt they had enough choice regarding their food and told us they enjoyed the meals.

We spoke to three visitors who told us that they were happy with the care delivered within the home. They also felt welcomed and able to share their views with staff about their relatives and about the home generally.

Staff were suitably qualified and skilled and were supported with their professional development, which meant they felt confident to care for the peoples' needs.

You can see our judgements on the front page of this report.

We spoke at length with seven people who live at Robert Harvey House and received very positive feedback. People told us they were very happy with the staff who support them, and specific comments included, "The staff are lovely" and "Staff are very good." People told us they felt safe and their comments included, "I have not seen anything to worry me" and "If I had a concern I could speak to any of the staff."

We asked people about the care and support they receive and again received very positive feedback, which included, "I get all the care I need."

We looked at the food people were offered to eat and the support staff gave them to choose and eat. We found people were very satisfied with this.

Extensive building work had been completed at the home for many months and continued at the time of our visit. This had caused some disruption to people, but the resulting rooms had been received very well by people and we were told, "Robert Harvey House is like a hotel " and "Beautiful, beautiful is the way I would describe these lovely rooms. Staff suggested I might like this room so I can see the garden, and the animals outside when the building work is over."

Some people who live at Robert Harvey House were unable to tell us verbally about their experiences and we observed the care and support they received. We observed people being treated with dignity and in a kind and friendly way. Staff usually explained to people what was going to happen next or what they needed to do.

This was an unannounced inspection which took place on 1 and 2 December 2014. We last inspected this service on 25 September 2013, there were no breaches of the regulations we looked at.

Robert Harvey House is a purpose built residential care and nursing home for up to 52 people. At the time of our inspection 46 people were living at the home.

There was 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 and associated Regulations about how the service is run.

Everyone who lived at the home told us they felt safe. We saw people with different ways of expressing their feelings communicate through their body gestures and smiling showing they were relaxed. Relatives and staff all said they felt people were kept safe and cared for. We saw that the provider had processes and systems in place to keep people safe and protected them from the risk of harm.

People that required support with their medicine received it safely because procedures were in place to make sure this was done without harm. People received their medicine as prescribed by their doctor. People’s needs were individually assessed and written in care records that minimised any identified risks so reducing the risk of harm.

We found there were enough staff to meet people’s identified needs because the provider ensured staff were recruited and trained to meet the care needs of people.

The provider acted in accordance with the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). The provisions of the MCA are used to protect people who might not be able to make informed decisions on their care or treatment they receive. The provider had made the appropriate applications in line with the DoLS legislation.

We saw that people were supported to have choices and received food and drink at regular times throughout the day. People spoke positively about the choice and quality of the food available. Staff supported people to eat their meals when needed. People, who could not communicate verbally, were supported by staff with their choice of meal, through the use of pictures.

People were supported to access other health care professionals to ensure that their health care needs were met.

People and relatives told us that staff was kind, caring and friendly and treated people with dignity and respect. We saw that staff supported people who could not communicate verbally, in a dignified way, ensuring staff remained respectful.

We found that people’s health care needs were assessed and regularly reviewed. People and their relatives told us they were confident that if they had any concerns or complaints they would be listened to and addressed quickly.

We saw that the management of the service was stable and that the manager carried out regular audits. The provider had well established management systems to assess and monitor the quality of the service provided. This included gathering feedback from people who used the service and their relatives.