About the service: The service is a care home that can provide personal care for up to 21 older people some of who may be living with dementia. 20 people lived in the home when we inspected.

People’s experience of using this service: Accurate and up to date records had not always been completed. We recommend the provider ensures records are accurate and up to date. Audits are robust to identify shortfalls so immediate action can be taken. The environment was not always clean and areas of the home require renovations. We have made a recommendation about the environment and premises.

We found staffing levels had been increased to ensure people’s needs were being met. Recruitment checks were robust to ensure new staff were suitable to support people who used the service. Staff had an induction and training programme which was completed by most staff. We found one person who had not completed their induction training.

People were supported safely and protected from harm. There were systems in place to reduce the risk of abuse and to assess and monitor potential risks to individual people.

Incidents and accidents were managed effectively. Lessons were learnt about accidents and incidents and these were shared with staff members to ensure changes were made to staff practice, to reduce the risk of further occurrences.

The management of medicines was safe. Risk assessments had been completed, provided detailed guidance for staff to follow and were reviewed regularly.

Staff used personal protective equipment to prevent against cross infection.

People and staff had positive relationships. People told us staff supported them when required and were helpful. Staff treated people with respect and dignity. Staff respected people’s privacy and people were encouraged by staff to be as independent as possible.

Staff understood their responsibilities in relation to the Mental Capacity Act 2005. People told us they were involved in making every day decisions and choices about how they wanted to live their lives.

Initial assessments were carried out to ensure people’s needs could be met and personalised care plans followed. People’s likes, dislikes and preferences had been included in care plans and people told us they were offered choices about their care. However, care plans had not been updated since 2017.

People were supported with their nutritional needs. People were supported to live a healthy life and staff supported people to access health care professionals when required.

A complaints system was in place and these were managed effectively. People and staff told us they felt confident to raise any concerns and felt these would be managed.

The provider worked in partnership with other services to support people’s care and quality of life. The registered manger told us regular reviews of people’s care were carried out but these had not been recorded.

Staff told us the management team were approachable and said they were supported with regular supervisions and appraisals.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: This was the providers first inspection. The provider registered with the CQC on the 24 November 2017.

Why we inspected: This was a planned inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner. The overall rating at this inspection is requires improvement. We will continue to work with the provider to understand the action they have taken to improve the rating to at least good.