The inspection took place on 1 and 5 of June 2017. The first day on the inspection was unannounced. At the last inspection we found that the registered manager had not submitted statutory notifications to the Commission as they were required to do. At this inspection we found the registered manager was meeting the relevant requirements. All notifiable incidences occurring in the home since our last inspection had been reported to the Commission without delay.

The Shieling is a purpose-built residential home located in a semi-rural environment in Merseyside. The home provides personal care and accommodation for a maximum of 29 people. There is a registered manager in post 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 2008 and associated Regulations about how the service is run. There were 29 people living in the home on the day of our inspection.

People told us staff were very kind, polite and maintained their privacy and dignity. We observed extremely positive interaction between the staff and people they supported. Staff spoke enthusiastically about the people who lived in the home. They provided compassionate care and support towards people and their relatives.

People's individual needs and preferences were respected by staff. People told us they were listened to and their views taken into account when deciding how to spend their day. A ‘residents' committee’ was consulted and asked for their opinions on many issues and plans for the home, including the recruitment of staff.

Facilities were available for relatives to stay overnight at the home, if their family member was in very poor health and they wanted to remain close by.

The registered manager had recognised relatives’ anxieties about their family member living in a care home. They had set up a support group to enable relatives to meet to share their experiences.

The home had well-kept gardens and places for people to spend time with family members in private.

There was a very positive atmosphere within the home and people were very much at the heart of the service. People and their relatives were enabled to be involved in their care and staff ensured people had a meaningful and enjoyable life. A full programme of activities and events were available for people living at the home to participate in.

People living in the home and relatives told us they were able to share their views and were able to provide feedback about the service.

A process for managing complaints was in place. People we spoke with knew how to raise a concern or make a complaint. The home had received an exceptional number of compliments and extremely positive feedback.

People received their medicines safely, when they needed them. Risk assessments had been undertaken to support people safely and in accordance with their individual needs. There were enough staff on duty to provide care and support to people living in the home.

The staff we spoke with described how they would recognise abuse and the action they would take to ensure actual or potential harm was reported. Staff were trained to ensure that they had the appropriate skills and knowledge to meet people's needs. They were well supported by the registered manager. They were appreciated and rewarded for their good work. The provider had robust recruitment procedures in place to ensure staff were suitable to work with vulnerable adults. People living in the home were involved in the recruitment process.

People told us the staff had a good understanding of their care needs and their individual needs and preferences were respected by staff. Care plans provided information to inform staff about people's support needs, routines and preferences. Staff worked in partnership with health and soc

The Shieling provides residential care for 28 people.

The care being delivered at the home was person centred because people living there were involved in their care decisions, where appropriate, whilst respecting the person and their dignity. Reasonable processes were in place to ensure people were protected from harm and risk.

We spoke with people who lived at the home. We asked them to share with us their views and experience of care support they received. One person told us “It is a lovely place here and the girls are kind. I have made new friends since I moved in.” Another person told us “The staff and residents are always singing and dancing, it is a nice atmosphere.”

We spoke with four people who lived at the home and they told us that staff looked after them well and showed them dignity and respect at all times.

We spoke with staff who told us they felt well supported by the management and peers. They (the staff) said they worked well as a team and enjoyed their job. They told us they were encouraged to undertake further training.

We spoke with three people and one relative during our visit. All comments were complimentary about the support provided to them and their relations. People considered that the staff team were respectful and supportive. They considered themselves to be safe living there. All felt fully involved in the support that they were provided with. Comments included:

"I have settled here since I came the other month"

"My health has improved since I came to live here"

"They always tell me what is going on"

"I have my independence"

"I feel respected and am 101% safe living here"

"I feel as though I was welcomed here with open arms"

"They listen to me"

"I am very happy here"

"I can walk away from the home knowing my relative is safe and well looked after. They always let me know if there are any changes to my relative’s health and the care is brilliant"

"They are helpful and lovely people"

This unannounced inspection of The Shieling took place on 9 & 10 April 2015.

The Shieling is a purpose-built residential home located in a semirural environment. It has extensive grounds and farmland to the back. Car parking is available on site. The home has good links with public transport. The Shieling offers care for a maximum of 29 people.

A registered manager was in post. ‘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.’

People who lived at The Shieling were able to tell us what made them feel safe. This included feeling comfortable when staff were providing care and support. Relatives told us, “The staff do all they can to make sure everyone is safe” and “The manager will do all they can to sort things out for you, you only have to ask.”

The staff we spoke with told us they had received safeguarding adults training and were aware of what constituted abuse and how to report an alleged incident.

Our observations showed people were supported by sufficient numbers of staff who completed regular checks to ensure people’s safety, comfort and wellbeing. People told us there were sufficient staff available to support them.

We saw the necessary recruitment checks had been undertaken to ensure staff employed were suitable to work with vulnerable people.

We found medicines were administered safely to people. People told us they received their medicines on time and we saw medicines were subject to regular review by their GP.

Care files seen showed staff had completed risk assessments to assess and monitor people’s health. These recorded staff actions to help keep people safe.

Systems were in place to maintain the safety of the home. This included health and safety checks and audits of the environment.

People received the support they needed to optimise their health. This included appointments with external health care professionals. A person said, “I can see my doctor any time.”

The manager provided us with a staff training plan and this showed staff received training to ensure they had the skills and knowledge to support people. Supervision meetings and staff appraisals were on-going.

The manager informed us people who lived at The Shieling were able to make their own decisions about their daily life and care needs. Staff support was however available to assist people to make key decisions regarding their care. We saw this followed good practice in line with the Mental Capacity Act (MCA) (2005) Code of Practice.

We observed the lunch time meal and this was seen as a sociable occasion for people to get together and enjoy each other’s company. Menus were available and the chef told us how people’s dietary requirements and preferences were taken into account.

Staff interaction with people was warm, respectful and demonstrated a good knowledge and understanding of people’s individual needs, choices and preferences. People’s comments included, “The staff are always polite when talking to me” and “You could not have more kindness”.

Staff had a good knowledge of people’s care needs to provide care that ensured their comfort and wellbeing.

People’s care needs were recorded in a plan of care and support was given in accordance with individual need.

There was a relaxed atmosphere in the home with plenty of chat and laughter between the people who lived there and the staff. People could take part in various social activities at the home and attend regular residents’ meetings.

A process was in place for managing complaints and this was displayed in the home. People and relatives told us they had confidence in the manager to investigate any concerns arising.

We received positive feedback about the manager from staff, people who lived at the home and relatives. We were told the manager was approachable and ensured the home ran well. A relative told us, “We’re so happy we found this home.

We found on inspection that some issues requiring the home to notify the Care Quality Commission (CQC) had not been made.. These were sent in to us during the inspection.

Arrangements were in place to seek the opinions of people and their relatives, so they could provide feedback about the home.

Systems were in place to monitor to assure the service and to improve practice.