We inspected the service on 7 September 2017. The visit was unannounced which meant that the registered manager and staff did not know we were coming.

Rose Lodge is a registered care service providing personal care and support for up to 33 older people. There were 33 people using the service when we visited and some were living with dementia.

There was a registered manager. It is a requirement that the service has a registered manager. 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.

Staff knew their responsibilities to help keep people safe from harm and abuse. The registered manager took action where an accident or incident occurred to try to prevent a reoccurrence. Risks to people’s health and well-being were assessed and monitored. Staff had guidance on how to help people to remain safe including in the event of an emergency. The provider had safely recruited a suitable number of staff to provide care and support to people.

People received their medicines when they required them by staff who had received training and guidance to administer them safely. The registered manager planned to remind staff to remain with people until they were sure people had taken their medicines as this had not always occurred.

People received care from staff members with the necessary knowledge and skills. Staff received on-going support and they knew their responsibilities. They received training in areas such as the safe handling of medicines and assisting people to move from one position to another.

People were asked for their consent before care was undertaken. People were supported in line with the Mental Capacity Act 2005. People’s mental capacity had been assessed where required and any decision made in a person’s best interest involved important people in their life. The provider had made applications to the appropriate body where they had sought to deprive some people using the service of their liberties to make sure this was safe. Staff understood the requirements under the Act.

People were satisfied with the variety of food and drink available to them. The provider was making changes to the serving of people’s food based on the feedback they had received. Staff knew people’s dietary requirements and where there were concerns about a person’s eating and drinking, specialist advice was sought.

People were supported to maintain their health and close observation occurred where this was required. People had access to healthcare professionals such as to a doctor and optician.

People’s privacy and dignity was protected and staff offered their support in caring and compassionate ways. People’s friends and family could visit without undue restriction.

People’s life history and things that mattered to them were known by staff. Their independence was maintained for as long as possible by staff who offered encouragement.

People received care based on things that mattered to them. This was because people or their relatives contributed to the planning and review of their care. Staff had the guidance they needed to meet people’s preferences and care requirements.

People and their loved ones spoke highly of the activities available at Rose Lodge. The activities available were based on people’s interests and things that mattered to them.

People and their visitors knew how to make a complaint. The registered manager took action to make improvements where this was required following a complaint being made.

The service was well-led and it had an open approach to sharing information with other agencies. There were opportunities for staff, people and their families to offer suggestions for how the service could improve. The provider and registered manager l