This inspection took place on 28 March 2018 and was unannounced. This was the first rating inspection of this service under the new provider, HC-One Oval Limited.

Waterside 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.

Waterside Care Home accommodates 60 people in three separate units across one adapted building. One of the units provides care and support for up to 12 people who require intermediate care following discharge from hospital and prior to returning home.

There was a manager in post who was not registered with the Commission, but had submitted their application. 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.

People felt safe and were supported by staff who were aware of the risks to them and their responsibilities to report any concerns they may have. Where safeguarding concerns were raised they were acted on and reported appropriately. Where accidents and incidents took place they were investigated and lessons were learned and appropriate actions taken. Safe systems of recruitment were in place. Systems were in place to ensure people received their medicines as prescribed by their GP and staff competencies in this area were checked.

Staff were provided with an induction and training to ensure they were skilled and competent in their role. Staff felt supported, well trained and were confident in approaching the manager or deputy for advice, guidance and support. People were supported to make choices at mealtimes and drinks and snacks were available throughout the day to help people maintain a healthy weight. People were supported to access a variety of healthcare services in order to maintain good health.

Staff obtained people’s consent prior to offering support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People received support from staff who they described as kind and caring. Staff treated people with dignity and respect and ensured people were involved in making decisions regarding how they spent their day. Staff treated people with kindness and responded to their needs. Information was available in people’s care records to assist staff to communicate effectively with them.

People were involved in the planning of their care. Staff were aware of peoples needs and preferences and what was important to them. People were supported to maintain relationships and friendship groups. Staff respected people’s choices and supported people to take part in a variety of activities they enjoyed. People had no complaints but were confident that if they raised concerns they would be responded to appropriately.

The transfer of ownership had created some uncertainty amongst some of the staff group, but arrangements had been put in place to reassure staff and answer any questions they may have. The return of the manager was welcomed by all at the home. Audits in place and the provider’s own inspection of the service, had supported the manager to identify areas for improvement which were immediately acted upon.

The provider had notified us about events that they were required to by law and had on display the previous Care Quality Commission rating of the service.