Uplands is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

A registered manager was in post at the time of this inspection. 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.

This inspection site visit took place on 22 November and 20 December 2017. Our first visit was unannounced. This was our first inspection of the service since changes were made to its registration with CQC in August 2016.

People using the service and their relatives or friends were positive about the care and support provided at Uplands Care Home. They said staff treated people in a kind and caring manner.

There were enough staff to meet people’s needs and a consistent established core team of staff provided continuity of care to the people staying there. Individual care and support needs were fully assessed, documented and reviewed at regular intervals.

People were supported by staff who were trained and well supported in their job roles. Staff members had been safely recruited and had received an induction to the service. They had received training around safeguarding vulnerable people and knew what action to take if they had or received a concern.

Staff we spoke with were confident that they provided a good service to people and said they would recommend Uplands Care Home to others. They had access to supervision and additional support when required.

People and their relatives or friends felt able to raise any concerns or complaints. There was a procedure in place for people to follow if they wanted to raise any issues. Staff also said they felt comfortable in raising any concerns should they have any.

People using the service and their visitors praised the housekeeping staff and said how clean the home was kept.

With reference to the first floor environment of Uplands Care Home, we have recommended the registered provider review current best practice around dementia friendly environments.

The service understood and complied with the requirements of the Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS). Staff understood the importance of gaining people’s consent before assisting them.

The service was well led. The registered manager monitored the quality of the service and made changes to improve the service provided when required. People who used the service, their relatives and friends and staff found the management team to be approachable and responsive.