This was an unannounced comprehensive inspection that took place on 21 February 2017. The service has changed to a new provider since our previous inspection.

The service provided residential and nursing care for up to 60 adults most of who were aged 65 years and over. At the time of our inspection there were 26 people using the service four of whom required nursing care.

The service 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 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 enough numbers of staff on duty to meet people needs. Staff responded promptly when people requested support from them. We saw that staff were deployed effectively to meet people’s needs in a timely manner. We also found that the provider has safe recruitment practices. This assured them that staff were safe to support people before they commenced their employment with the service.

People’s medicines were managed in a safe manner. They were supported to have their medicines as prescribed by their doctor. There was sufficient stock of medicines that people required. Medicines were only administered by staff who were suitably trained to complete this task.

People were safe at the home because staff knew their responsibilities to keep people safe from avoidable harm and abuse. Staff knew how to use the provider’s policies to report any concerns that they had about people’s welfare.

Staff had the skills and experience to support people effectively. They had access to an induction when they started their role and had regular training as required. Nurses were supported to remain competent and maintain their qualifications.

We found that staff were not always aware of the needs of people living with advanced levels of dementia. The registered manager and managing director had plans to make improvements in this area.

People were supported in accordance with relevant legislation and guidance. Staff we spoke with demonstrated a good understanding of Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS). People’s liberty was not deprived unlawfully. This was because the provider had made applications to the local authority for DoLS authorisation for people that required this.

People received sufficient nutrition and hydration. They had access to a variety of meals, snacks and drinks. Their health needs were met. This is because staff supported them to access health care professionals promptly. Staff also worked with other professionals to monitor and meet people’s needs and support them to remain well.

Staff treated people with dignity and respect and supported them to be as independent as possible.

Staff treated people with kindness and compassion. People complimented the caring attitudes of staff. The registered manager created a culture which promoted kindness and appreciation. This encouraged staff to go the extra mile. People who were approaching the end of their life were supported to remain comfortable and pain free.

People had access to a variety of activities of their choice. This included group activities and spending individual time with staff. They were also support to maintain contact and spend quality time with their friends and family.

The registered manager maintained regular contact with people and their relatives and sought their feedback about the service. They acted on the feedback they received to improve people’s experience of the service. This included feedback from other professionals and stakeholders.

People spoke very positively about the improvements made at the home by the registered manager. They were confident that the home was well-managed. Staff felt supported by the registered manager to meet the standard expe