Temple Croft provides personal care and support for up to a maximum of 35 older people, some of whom may be living with dementia. The service is an old detached building which has been extended over the years. It is in a central location and local facilities and amenities are within walking distance. There is a good range of communal rooms on the ground floor. Bedrooms are provided on the ground and first floor with lift and stair access. At the time of our inspection visit there were 25 people using the service.

This inspection took place over two days on 24 January and 1 February 2017 and was unannounced. At the last inspection in November 2014, the service was rated ‘Good’. At this inspection we found the service remained ‘Good’.

The service was safe. Care staff had received training to ensure they knew how to recognise and report potential abuse. Risks to people were identified and plans were available to help manage and minimise these from occurring. At the previous inspection the registered manager had identified the provision of external storage facilities in a static caravan placed a potential risk to staff. At this inspection we found the caravan had been removed and replaced with a new shed, which removed this risk. Medicines were managed in a safe way and checks were made to ensure staff were competent to administer people’s medication. There were sufficient numbers of staff available to meet people’s needs.

The service was effective. Care staff were provided with effective training, support and development opportunities to enable them to meet people's needs. People were assisted to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice. A variety of food and drinks were provided to enable people to have choices about these and ensure their nutritional needs were supported and maintained. People's care records showed that, where appropriate, support and guidance was sought from relevant health care professionals, including district nurses and GPs.

The service was caring. People and their relatives were included in decisions about the way their support was provided. People were treated with dignity and respect and staff provided their support in a kind, caring and compassionate manner. People were consulted and their opinions and views were considered to enable the service to learn and develop.

The service was responsive. People received their support in an individualised way, which was personalised to meet their needs. A range of care plans were developed and reviewed for people that reflected their wishes and preferences. People were provided with a wide variety of activities to enable them to have opportunities for meaningful social interaction. People’s feedback, including complaints, was welcomed by the service and was acted upon.

The service was well-led. The service was inclusive and people, their relatives and staff were positive about the way it was managed. Systems were in place to enable the quality of service people received to be assessed and monitored, and these were being further developed to enable the service to continually improve.

Further information is in the detailed findings below.

A person we spoke with said, “The staff always ask me if I want help or if I want to do a particular thing and if I say no, that means no, the staff are very good like that.” A relative we spoke with commented, “They give Dad every respect, they wouldn’t do anything he didn’t want doing.”

The registered manager told us, “Care files and all assessments are reviewed when any changes in need occur or once a year as a minimum.” A relative said, “I don’t know what we would do without this place they are great with Dad and are really on the ball when his needs change.”

We saw that the home used ’blister pack’ trays that medicine is ‘popped out’ of on the corresponding date. Blister packs are widely regarded as an effective tool to decrease administration errors, ensuring that the right drug is given to the right person at the right time.

A member of staff we spoke to said, "I’ve worked here for over 16 years, it’s a great place to work we are all like family.” Another member of staff said, “I am really supported in my role, the staff are great to work with and Ann (the manager) is always there if you need her, she will always make time for you.”

People had their comments and complaints listened to and acted on. We saw that a recent complaint had been responded to appropriately, investigated and the outcome was to be shared with the complainant.

People told us they could make choices about aspects of their lives and they were treated with respect by staff. They said they had a choice at each meal and there were no restrictions for visitors. People also confirmed there were choices of activities to participate in. Comments included, "It really is a lovely home. I can't fault it" and "They respect the choices I make." Visitors spoken with said that staff spent time talking to people and confirmed their relative was treated with respect and dignity.

People spoken with said they were well looked after and could access their GP and district nurse when required. Comments included, "Doctors and nurses come. You just ring them or the staff take you in their car" and "I see my GP every few months for check ups and blood tests."

People spoken with told us staff were caring and treated them well. Comments included, “All the people who work here are very nice. Your bedroom is kept clean. You couldn't get any better” and “I get on with most of the girls. They are very helpful, patient and treat you well”.

People told us they were able to express their views about how the service was provided at meetings and via questionnaires.

We undertook this unannounced inspection on the 20 and 21 November 2014. The last inspection was completed on 7 July 2013 and the service was meeting the regulations we assessed.

Temple Croft provides personal care and support for up to 35 older people, some of whom may have needs associated with dementia. The service is an old detached building which has been extended over the years. It is in a central location and local facilities and amenities are within walking distance. At the time of our inspection visit there were 32 people living at the service. There is a good range of communal rooms on the ground floor. Bedrooms are provided on the ground and first floor with lift and stair access.

The home had 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 the legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People who used the service including relatives we spoke with made positive comments about the care and treatment provided. We saw staff treated people with dignity and respect and involved them as fully as possible in decisions.

People had their health needs met and had visits from professionals for advice and treatment. People received their medicines safely and on time and the registered manager was dealing with some recording shortfalls.

Storage facilities in the service were limited and additional storage in a caravan in the garden had been provided. The registered manager had identified some safety concerns for staff with this storage facility and taken action to limit access to the maintenance team. The registered manager confirmed they were in the process of addressing the issues with the registered provider.

The service had policies and procedures in place to protect people from abuse or harm. Staff told us they felt confident the registered manager would respond to and investigate any concerns they raised. The training records showed staff had received training in how to safeguard vulnerable adults from abuse.

A recent increase to the numbers of staff on duty in the mornings meant there were sufficient staff available to meet people’s needs and keep people safe. Staff had the right skills and experience and received an initial induction and on going training and support. Recruitment practices were safe and relevant checks had been completed before staff commenced work.

People’s nutritional and dietary needs were assessed and people were supported to eat and drink sufficient amounts to maintain their health. The staff made appropriate and timely referrals to health care professionals and recommendations were followed. Including support to attend routine health checks.

People told us that they felt included in discussions and decisions about their care and treatment. Information was available that advised people about independent advocacy services and information about the service including the registered providers’ complaints procedure. The service provided personalised care and treatment, people had been asked what was important to them in how they wished to be cared for. This information was reflected in their plans of care.

People who used the service, relatives and staff were positive about the leadership and said improvements had been made to the service. The registered manager regularly assessed and monitored the quality of care by completing audits and seeking feedback from people who used the service. Some negative comments had been received about the quality of furnishings. There had been some delays in developing the annual refurbishment programme, however the registered manager confirmed this would be completed by the end of the year, and all improvement works would be appropriately planned.