Walcot Hall Nursing Home provides accommodation and nursing and personal care for up to 45 older people. There were 37 people living in the home on the day of our inspection.

This inspection took place on 8 December 2016 and was unannounced.

A registered manager was in post at the time of our 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.

The home had sufficient staff to meet the needs of the people living there. There were a suitable amount of staff on duty with the skills, experience and training in order to meet people's needs.

Staff had received training in how to recognise and report abuse. The registered manager knew how to report any safeguarding concerns to the appropriate local authority if necessary.

The home followed safe recruitment practices to ensure only suitable staff were employed to work with people who lived at the home. The home had ensured risks to individuals had been assessed and measures put in place to minimise such risks.

Staff were well trained and knowledgeable regarding people's needs. Staff felt well supported by management and felt able to speak with senior staff at any time.

Caring relationships had been built between people and staff. Staff knew the needs and preferences of the people they cared for and people were given reassurance and encouragement when they needed it. Where people needed support in order to make their own day to day decisions this was provided by staff. People's rights to privacy, dignity and independence were taken into account by staff in the way they cared for them.

Where possible people or their relatives had been involved in the assessment and planning of their care. Care records were detailed and gave staff the information they required so that they were aware of how to meet people’s needs. There was a good level of detail for staff to reference if they needed to know what support was required.

People's ability to make important decisions was considered in line with the requirements of the Mental Capacity Act 2005. Staff interacted with people in a positive manner and their consent was sought before any care was carried out.

There was a strong ethos within the home of treating people as individuals and with respect. Information was given to people about how to raise any concerns they may have and where concerns were raised these were dealt with speedily and in detail. Relatives said they felt welcomed at the service and felt their family member was well cared for.

The home was extremely responsive to people’s needs. Staff potential to deliver additional tasks such as activities was recognised and promoted by the registered manager. Activities were planned by staff who worked to ensure that all people were able to be involved. People were supported to take part in activities of their choosing.

The registered manager had implemented a range of assurance systems to monitor quality and effectiveness of the service provided. Leadership within the organisation was very strong. The registered manager was very experienced and led by example. Staff were respectful of management and demonstrated a commitment to working towards the shared values of the home.

At the time of our inspection, there were 35 people using the service. We spoke with nine people and two relatives who told us about their experience of the service that was provided.

One person told us that their decision to move to the service was, “The best day’s work I ever did. I love it.” Another person said, “I would definitely recommend this home to others.” A further person said, “I don’t know what isn’t good, they (the staff) work so hard to make things comfortable.”

We saw that staff interacted with people in a kind and caring manner. People’s care needs had been assessed and they had access to other healthcare professionals such as doctors when needed.

People had a choice of food and individual needs were accommodated. Where there was a concern regarding people's nutrition and hydration, their food and fluid intake was monitored to ensure that it was adequate for their health needs.

Medication was stored securely and it was administered to people when they needed it.

People told us that the staff were kind and caring. We saw that the appropriate recruitment checks had been conducted to ensure that staff were of good character and had the necessary skills and knowledge to perform their role.

A complaints system was in place. The service had dealt with complaints in a timely and appropriate manner.

During the inspection we spoke with six people who used the service. They told us that their care and treatment was very good. One person we spoke with told us that, "The staff are very good, I can't fault it. They keep my room lovely and clean and look after me well." Another person we spoke with said that it was, "Like an important hotel."

We looked at care records and found these to be comprehensive with a lot of detail around people's medical needs although we found that the care records did not have much detail on social aspects of their care. We were told of new documentation that was being introduced that will remedy this.

Staff were well supported and had received a range of appropriate training and quality assurance measures identified where improvements could be made.

Throughout this short visit we were given positive views and thoughts from people who live in this home. We were told that the care was good, that the staff know what to do and how to offer care. Comments such as "I would not live anywhere else" and "All staff are good and caring," were just some of the positive comments.

They told us they loved their room, that the meals had improved, that the home was always clean and that the laundry always comes back smelling nice and fresh.

Several people we spoke to told us that that they were happy with the care and support they received. One person told us, "In the morning they (staff) are very good at helping me and making sure I have a good wash." However speaking to several other people during this visit there were some negative comments regarding bedtimes, with one person stating that they was asked to go to bed at 4 p.m. stating that the staff member said that they wanted to do this "before they went off shift". Another person we spoke to confirmed that they had been asked to go to bed at 7 p.m. rather than their usual bedtime.

Other people who were able to communicate verbally told us that they felt safe and well cared for. One person we spoke to stated that they found the home to be clean and tidy and the general consensus from people with whom we spoke stated that the staff "work hard to make the home smell nice and look pretty."

Another person we spoke to stated that they see and speak to the manager whenever there is a problem and that it is "usually sorted out for them".