About the service:

St Stephen’s Care Home is a residential care home that accommodates up to 51 older adults, some who may be living with dementia or mental health needs. At the time of the visit there were 49 people who lived there. There is no nursing care provided at this service.

People’s experiences of using this service

People were receiving a reliable and person-centred care service from a caring staff team which was well-led.

The manager and the registered provider had ensured the premises were maintained and any faults rectified. They had also completed audits to monitor the safety and quality of care provided.

People and their relatives told us they received care in a safe way. Individual risks to people and the environment had been identified and assessed and measures put in place to manage them and minimise the risk of avoidable harm occurring. Staff showed a good understanding of their roles and responsibilities for keeping people safe from harm.

Improvements were required to the safe management of medicines, this was because thickening powders used to manage risks of dysphagia had not been adequately monitored and medicines records for ‘as required’ medicines protocols had not been accurately reviewed. The manager took immediate action to address the shortfalls. We made a recommendation about this.

Some people raised concerns regarding the security of their property and clothing. We shared their concerns with the manager who informed us they will review the laundry system in the home and remind people to use lockers for their valuables.

Risks associated with falls and malnutrition had been managed and there were processes to ensure staff learned from accident and incidents. In the majority of the cases, themes had been identified and action had been taken to reduce the risk of accidents and incidents.

Sufficient numbers of suitably qualified and skilled staff were deployed to meet people’s individual needs. Staff had received a range of training and support to enable them to carry out their role safely. However, staff records we checked and the training matrix showed staff had not completed induction. The manager took action to address this.

Staff showed a genuine motivation to deliver care in a person-centred way based on people’s preferences and likes. They treated people with kindness, compassion and respect and ensured that people’s dignity was maintained. People and their relatives spoke positively about the care and support provided.

People’s needs, and choices were assessed and planned for. Care plans identified intended outcomes for people and how they were to be met in a way they preferred. People received support to maintain good nutrition and hydration and their healthcare needs were understood and met.

Records related to consent for care were completed and people told us they were always offered choice and control over the care they received. Restrictions on people’s liberties had been considered and authorisations applied for where required.

Care was delivered in a personalised way which was in line with information recorded in people's care plans. People and family members knew how to make a complaint and they were confident about complaining should they need to. They were confident that their complaint would be listened to and acted upon quickly.

The leadership of the service promoted person-centred care and a positive culture within the staff team. People, family members and staff all described the manager as supportive and approachable. The manager showed they were committed to improving the service and displayed knowledge and understanding around the importance of working closely with other agencies and healthcare professionals where needed.

Rating at last inspection: This was the first inspection since the home was re-registered under a new company in 2017.

Why we inspected: This was a routine planned comprehensive inspection.

Follow up: We will continue to monitor the ser