This inspection took place on 28 June 2017. The visit was unannounced.

Wey Valley House provides residential care for a maximum of 26 people and domiciliary care to people living in their own homes. Some people receiving the services were living with dementia. On the day of the inspection 25 people were receiving residential care, and five people personal care in their own homes.

There were registered managers in post for the residential home and the domiciliary service. 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 their care records contained up to date risk assessments to guide staff in how to protect people from risks whilst enabling them to remain independent. People were protected against the risks of potential abuse because the provider followed safe recruitment practices and staff knew how to safeguard people. People were supported by sufficient staff to meet their individual needs and medicines were administered safely.

Staff worked in accordance with the Mental Capacity Act 2005 (MCA). 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 individualised care from staff who had the skills, knowledge and understanding needed to carry out their roles. People’s nutrition and hydration needs and preferences were met. People’s health care needs were monitored and any changes in their health or well-being prompted a referral to their GP, district nurse, tissue viability nurse, community mental health team, or other health care professionals.

Staff were caring and knew people well. People were encouraged to be independent. Staff promoted people’s privacy and dignity, and people were able to have a say in the running of their home.

Care plans were detailed and contained information on people’s lifestyles and preferences. They included details on people’s routines and what support people liked to receive. People’s needs were assessed and their care was regularly reviewed.

People had access to a range of activities and were able to choose what activities they took part in. People and their relatives knew how to make a complaint and raise concerns. People had their concerns responded to.

There was a registered manager in place who promoted a positive culture and supported their staff. Staff and people were involved in the running of the home. People and those important to them had opportunities to feedback their views about the home and quality of the service they received

Audits were completed frequently, were thorough, and were used to make improvements to the service people received.