This inspection was unannounced and took place on 10 October 2016.

Shipdham Manor is a service that provides accommodation and personal care for up to 42 people. On the day of our inspection, there were 41 people living within the home, most of whom were living with dementia.

There was a registered manager employed at the home. 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 home is run.

People were cared for by kind and caring staff who listened to people, made them feel valued and treated them as individuals. There were enough well trained staff to provide people with the care they needed.

The equipment that people used had been well maintained and people received their medicines when they needed them. Risks to people’s safety had been assessed and actions taken to reduce any risks that had been identified.

People had access to plenty of food and drink to meet their individual needs. Advice from other healthcare professionals was sought and acted upon when any concerns about people’s health had been identified.

The staff requested people’s consent before they provided them with care. Where people were not able to give consent, the staff made sure that any decisions they made on their behalf were taken in the person’s best interests.

There was an open culture where people, relatives and the staff felt able to raise concerns without any hesitation. The registered manager and senior staff demonstrated good leadership and the staff worked well as a team to deliver good quality care.

Systems were in place to make sure that the care being provided was safe and of good quality. The registered manager and the staff were pro-active in trying to improve the quality of care that was being provided to the people who lived at Shipdham Manor.

We spoke with people who lived at the home and relatives who told us that staff consulted them and respected and acted on the decisions they made about the care and support they agreed to.

Our observations showed us that staff members were responsive to the needs of people and that they were given the support and attention they needed. We saw that people had a positive experience of being included in conversations, decision making and activities.

We found that plans of care contained the information staff members needed to ensure that the health and safety of people was promoted and protected.

People spoken with and their relatives told us that people were provided with the care and support they needed and that staff were excellent and very kind.

Medication was administered, recorded and stored accurately and safely.

Staff members were well led, trained and supported to provide an appropriate standard of care and support through effective management, supervision and staff team meetings.

Quality audits were being carried out to ensure the views of people were gathered on the quality of the service provided, that people were safe and that policies and procedures were being followed.

We spoke with four people who lived in the home. People told us that their needs were met and that they were consulted about the care and support that they were provided with. People were complimentary about the staff who cared for them and told us that they always treated them with respect and that their privacy was respected. They told us that occasionally they had to wait a short while for help because staff members were very busy. They also told us that activities were provided and that they could choose if they took part. They said that they were provided with good quality meals and that the environment was comfortable and clean.

We also used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not comment. We observed two groups, one of ten and one of six people for thirty-five minutes. We saw that when staff members were with people that they used explanation and negotiation when working with the person and used reassurance and praise appropriately. We noted that each person had their opinions respected and were included in the general conversations that occurred. We saw that staff responded well to the needs of people, gave them individual attention, listened and spoke to them in a positive manner and encouraged them to make choices.

We spoke with a number of people whose home is Shipdham Manor. They told us how they feel part of a big community and that they are treated respectfully and with dignity.

We were told how they were listened to, how they can express there view and know that any concerns will be acted upon. “I feel well supported and safe.”

One person told us that the staff team were supported by a very good and involved manager. They said the staff team were like one family. “They know what they are doing as they all work well together and support each other”.

The people we spoke with, which included family members, were full of praise for the care provided by this home. Comments such as “You would not find a better home anywhere” and “This place is excellent” were just some numerous positive comments”.

Another person who lives in this home said that when they first arrived they did not like their room and did not want to stay. They told us that after a while the care support, staff team and management were so good that they now would not live anywhere else.