We inspected Victoria Park Care Home on 11 November 2016 and it was unannounced. It provides accommodation and nursing care for up to 39 people, some of whom are living with dementia. There were 23 people living at the service when we visited. 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.

Victoria Park Care Home was last inspected on 14 January 2014 and they were meeting all of the standards that we reviewed at that time.

At this inspection we saw that staff received training and support to enable them to fulfil their role effectively and were encouraged to develop their skills. They also received regular supervision and attended team meetings where they discussed improvements to the home.

Staff understood their responsibilities to detect and report abuse. They had developed caring, respectful relationships with people and ensured that their dignity and privacy were upheld. People told us that there were always enough staff to meet their needs promptly and that they felt safe.

Staff supported people to make choices and sought consent to their care. When people were unable to make their own decisions they were made in their best interest with people who mattered to them. Restrictions on people’s liberty were avoided but if necessary for someone’s safety then they were legally approved.

People were supported to maintain good health and had regular access to healthcare professionals. Mealtimes were not rushed and people were given a choice of meal. We saw that food and drink was regularly provided and records were maintained for people who were nutritionally at risk. Care plans were regularly reviewed to correspond with changing support needs and they were personalised and accessible.

People were encouraged to pursue interests and hobbies and regular activities were planned. Visitors were welcomed at any time. People knew the manager and felt confident that any concerns they raised would be resolved promptly. There were regular meetings with people and their relatives and their feedback was used to improve the home.

Risk was assessed and actions were put in place to reduce it and their effectiveness was monitored and regularly reviewed. Medicines were managed to reduce the risks associated with them and people received them when they needed them.

There were systems in place to drive quality improvement which included regular audits and assessment from other managers. A development plan was established from these systems and the manager was accountable for making sure that the actions were met.

People using the service and their relatives told us that they were happy with the care and services provided at Victoria Park. Comments included, “The care here is very good, all the staff are nice.” And “I think it’s very good here, the staff are lovely and the food is very nice.”

People confirmed that they were treated respectfully and told us that they were able to follow their preferred routines, for example what time they liked to get up in the morning and the time they preferred to retire to bed. We also saw that this information was recorded in people’s care records.

Care records demonstrated that people’s support needs had been identified and information was in place regarding people’s preferences and interests, including their life history, this supported staff in providing holistic care to each person.

Staff spoken with told us they enjoyed their job and we saw a good rapport between the staff and the people using the service and their visitors.

Sufficient numbers of staff were on duty to ensure people’s needs were met effectively.

An on-going maintenance programme was in place to ensure a safe and comfortable environment was maintained.

People told us they were well cared for. One person said that “they’re brilliant; everything I’ve asked for, I’ve got”. Another person using the service for two weeks told us that the “staff are lovely; looking after me well.” One relative said that the staff were “wonderful, very caring and lovely and they recommend the service to other people.” Another relative said “it’s a lovely place; such good carers and they care.” Other relatives told us that “staff keep the family involved; treated very well; brilliant.”