Shandon House provides accommodation and personal support for up to 25 older people. There were 17 people living in the home during the inspection with a range to support needs. Some people were very independent and required little support; whilst others needed support moving around the home safely due to frailty, living with early stages of dementia and health care need such as diabetes.

Accommodation is on three floors, a lift enables people to access all areas of the home, there are communal rooms on the ground floor and the garden is accessible to people using wheelchairs and walking aids.

In 2016 the provider’s name changed to CEL Care Services Limited, although the registered manager and owner have remained the same and the home continues to be a family run service.

This is the first inspection since the change to provider’s name. The inspection took place on the 20th and 22nd September 2017 and was unannounced.

The registered manager was present during the 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.

The provider had effective systems in place to assess and monitor the services provided. The registered manager audited all aspects of the care provided and the facilities to identify if any improvements were needed.

The management style was to involve people, relatives and staff in developing the service and, it was clear that people put forward suggestions and changes were made. People were supported by staff who listened to them and provided the care and support they wanted, based on people’s individual preferences and choices. People said the staff were very good, they understood their needs and supported them to be independent.

Group and one to one activities were suggested by people living in the home and people arranged and provided activities themselves. Staff provided some support with games, although people decided which activity they would do each day.

There were enough staff working in the home to meet people’s needs and, robust recruitment procedures ensured only suitable staff were employed. Staff were required to attend relevant training, including safeguarding, and they were knowledgeable of their roles and responsibilities in supporting people.

The CQC is required by law to monitor the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. The management and staff had attended training in the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards and were aware of current guidance to ensure people were protected.

People said the food was good, choices were offered at each meal and food and drinks were available at any time, if people wanted them. Specific diets were catered for and dietary plans were agreed with people if they needed special diets such as for diabetes.

People had access to health and social care professionals when needed. Visits and appointments were recorded with any details of any changes to support needs in the care plans, with appropriate guidance for staff to follow when planning care.

A complaints procedure was in place. This was displayed near the entrance to the building, and given to people and relatives, when they moved into the home. People and relatives said they knew how to complain and had no concerns.