Walton Heath Manor provides personal care and support for a maximum of 46 older people, most of whom are independent. Accommodation is set over three floors all of which have access via stairs or a lift. On the day of our inspection 44 people were living in the home.

This was an unannounced inspection that took place on 13 September 2016.

The home 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 and associated Regulations about how the service is run. The registered manager assisted us with our inspection on the day.

There was a kind, caring and relaxed atmosphere in the home where people and staff interacted together well. People and relatives were extremely happy with the care provided and they were made to feel welcome when they visited. People had a choice in the activities they wished to do. Staff supported people to take part in various activities and staff were attentive to people to help ensure that activities were individualised and meaningful to people.

People had care responsive to their needs and staff knew people extremely well. People were provided with a choice of meals each day and those who had dietary requirements received appropriate foods. Staff followed the guidance of healthcare professionals where appropriate and involved healthcare professionals to help ensure people remained healthy.

Staff provided care in line with the Mental Capacity Act (2005). Records demonstrated that people’s rights were protected as staff acted in accordance with the MCA when being supported to make specific decisions. The registered manager was aware of when people may be restricted and it was appropriate to submit applications to the supervisory body in relation to this.

Staff followed correct and appropriate procedures in administering medicines and medicines were stored safely. Care was provided to people by staff who were trained and received relevant support from their manager. This included regular supervisions and appraisals. Staff told us they felt valued by the registered manager and really enjoyed working in the home.

Staff understood their role in safeguarding people. They had received training and demonstrated a good understanding of how they would protect people from abuse of potential harm. Staff routinely carried out risk assessments and created plans to minimise known hazards whilst encouraging people’s independence.

In the event of an emergency where the home would have to close, there was a contingency plan in place to help ensure people’s care would continue uninterrupted.

There were sufficient staff in the home to help ensure people received the care and support they required when they required it. Robust recruitment processes were in place to ensure that those staff who were providing the care were suitable to be working in such a setting.

Care plans contained detailed information to guide staff on how someone wished to be cared for. Information included detail around people’s mobility, food and personal care needs. Staff had a good understanding of people’s needs and backgrounds as detailed in their care plans.

Quality assurance checks were carried out to help ensure the environment was a safe place for people to live and they received a good quality of care. Staff were involved in the running of the home as regular staff meetings were held and they were encouraged to give their feedback. People and relatives were given the opportunity to provide feedback on the care they received through residents meetings and surveys.

People knew how to make a complaint if they felt the need to. They told us any concerns they raised were dealt with immediately by the registered manager. Suggestions raised by people were responded to by management.

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As part of this inspection we spoke with six people who used the service, five members of staff and one heath care professional. We also observed activities and care being provided.

All of the people we spoke with told us that staff gained consent from them before any care was given. We saw documents that the service gained consent from people when they joined the service.

During our inspection we found that the service undertook appropriate assessments before people received care. People told us that they thought the service was good and that the staff did their jobs well. One person told us “Staff were marvellous with my wife.”

We found that the service undertook appropriate checks needed before staff began their employment. Staff also confirmed this.

We found that the service had sufficient numbers of qualified staff the met the needs of people. People told us that when they are short of staff the services always arranged for suitable cover.

We saw that the service had an effective complaints system. People we spoke with told us that if they felt they needed to complain they would not have any problems doing so.

This was a follow up visit to check whether the provider had completed the action plan submitted to CQC following their last inspection in May 2012. The action plan related to safeguarding vulnerable adults and training matters.

When we last visited the service in May 2012 the people who used the service and relatives we spoke to had expressed satisfaction with most aspects of the service.

On this occasion we spoke to two people who used the service who told us that they enjoyed living there. They told us that they felt safe and secure and that they felt the staff were suitably trained to do their jobs.

We found during this inspection that the front door was secure and visitors were all welcomed on their arrival by a member of staff.

All the staff we spoke to were able to tell us about how to safeguard vulnerable adults and the types of abuse to look out for. They were also able to tell us who the local safeguarding team were and how to contact them if necessary.

One person told us that they would feel able to pass on any concerns they had about the service to staff.

We saw that people who used the service appeared relaxed and happy in the company of the staff and the manager.

We spoke to nine people who use the service and all said they were happy, felt well cared for and felt safe.

People using the service told us that their privacy was respected and that staff knocked before entering their bedroom. When we asked people about their care plan they told us they had signed documents but did not realise they were part of a care plan.

Two people using the service told us that staff asked them the previous day if they would like the main meal of the day but three people told us they did not know what main meal would be served until it was served at the dining table. Two people told us they were not aware that they could request an alternative to the main meal.

People using the service told us they knew who to speak to if they had any concerns or were dissatisfied in any way.