We inspected the service on 20 October 2016 and the visit was unannounced.

Woodheyes is a residential care home and provides care for up to 38 people. Thirty six people were using the service when we visited and many were living with dementia.

At the time of our inspection there was a registered manager in place. It is a requirement that the service has 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. The registered manager was not available during our visit so we spoke with the proprietor and deputy manager.

People and their relatives were not always satisfied with the activities available to them. We found that people were not always offered opportunities to take part in their hobbies and interests. The registered manager told us that they would take action to review the activities available to people.

People and their relatives felt safe with the support offered to them. Staff understood their responsibilities to protect people from abuse and avoidable harm and to remain safe. The registered manager had processes in place to manage accidents and incidents appropriately. The recording of some incidents was not always accurate and the provider told us they would make improvements. Risks to people’s health and well-being were assessed and reviewed. For example, where a person was at risk of falling, staff followed guidance the registered manager had made available to them.

The provider had a recruitment process in place for prospective staff that was followed. This included checks on the suitability of staff to work with people in the caring profession. People, relatives and staff were satisfied with the number of staff available to offer care and support and we found that staffing levels were suitable.

People received their prescribed medicines in a safe way by trained staff. The provider had made guidance available to staff on how to handle people’s medicines safely and we saw staff following these instructions. The administration of people’s medicines was recorded and checked by senior staff members to make sure people had received them.

People received care and support from staff with the necessary skills and knowledge. Staff had received training in areas such as keeping people safe. New staff received an induction when they started to work for the provider that included checking their knowledge. The registered manager observed staff when they delivered care so that they could receive feedback and guidance on their work.

People were supported in line with the Mental Capacity Act (MCA) 2005. People were asked for their consent to their care where they could. Where there were concerns about people’s ability to make decisions, the registered manager had assessed people’s mental capacity. Where necessary, the provider then made decisions with others such as family members that were in people’s best interests. Staff understood their responsibilities under the MCA. The registered manager had made applications to the appropriate body where they had sought to deprive a person of their liberties.

People were satisfied with the food and drink offered to them. The provider had sought specialist advice where there were concerns about people’s eating and drinking. People had access to healthcare services such as to their GP and dentist. We saw that staff shared information with each other about people’s health so that they could provide effective support.

People received support from staff who were kind and compassionate. Staff protected their dignity and privacy and showed respect for people. People’s care records were stored safely and discussions about people’s care needs occurred discreetly. People’s relatives could

This inspection took place on 30 October 2014 and was unannounced.

Woodheyes is a care home without nursing for up to 38 people. The home specialises in caring for older people including those with physical disabilities or living with dementia. There were 33 people living at the home when we visited.

A registered manager was in post. 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.

Decisions were not always made that promoted people’s human rights. The care records we viewed showed people’s mental capacity had not been assessed. After our inspection visit the registered manager confirmed that they had consulted with individuals or their representatives and other healthcare professionals about any best interest decisions. The registered manager’ knowledge of the Mental Capacity Act 2005, which is the legislation that protects people who lack capacity to make decisions about their care was not up to date but they had taken steps to refresh their knowledge and procedure.

People who used the service gave us positive feedback about the care provided. People’s care needs had been assessed to ensure the care to be provided was appropriate. People told us that staff had the right skills to support them and that they felt safe and well cared for.

Staff were recruited in accordance with the provider’s recruitment procedures that ensured staff were qualified and suitable to work. People’s needs were met safely because there were enough trained staff available with the knowledge, qualifications and experience.

People received their medicines at the right time. There were safe arrangements for the storage, management and administration of medicines.

People lived in a comfortable, clean and a homely environment that promoted their safety and wellbeing. All areas of the home could be accessed safely including the outdoor space.

Staff were knowledgeable about people’s needs and things that were important to them. Pre-admission assessments had sufficient information about the needs of people and showed that information was sought from the person as well as significant others such as relatives and health care professionals.

People told us they enjoyed their meals which were nutritionally balanced. Drinks and snacks were readily available. People’s health and wellbeing was monitored and staff sought appropriate medical advice and support form health care professionals when people’s health and needs changed. On the day of our inspection a doctor had been called to see one person at the home in an emergency.

Staff had a good understanding of the needs of people. Staff had access to care records which contained details of the care and support people needed. People had been involved in pre-admission assessment process. The plans of care referred to by staff included basic details about the care and support needs of each person although staff we spoke with were aware of people’s individual preferences and daily routines.

People were supported to take part in hobbies and activities that were of interest to them, which helped to protect people from social isolation.

The provider’s complaints procedure was accessible to people who used the service, relatives and other visitors to the home. Advocacy services were available to people if they needed them. People told us that staff treated them with dignity and respect and we had observed this to be the case. The provider took action in response to concerns or issues raised about any aspects of the care delivered.

The registered manager understood their responsibilities and demonstrated a commitment to provide quality care. They were open and welcomed feedback from people who used the service, relatives of people who used service, health and social care professionals and staff.

Staff knew they could make comments or raise concerns about the way the service was run with the management team and knew it would be acted on. There was a clear management structure and procedures in place to ensure concerns were address.

The provider had systems in place to ensure the service was managed and run properly. Procedures were in place to monitor and analyse the information to assess the quality of service provided.

People who resided at Woodheyes told us they were satisfied with the care and support they received. People said staff regularly offered them hot and cold drinks and that they like the meals provided. One person said: “The meals are beautiful; you could say that’s why I’ve put on a little bit of weight.” Another person said: “There’s always a choice. Today you can choose either the salmon or sausage and mash, obviously with some vegetables and a desert.” People’s health and nutritional needs were monitored. Staff sought prompt advice from health care professionals such as a doctor, nurse or the Dietician when people’s health needs changed.

Information about the people who used Woodheyes was kept in their individual care files and stored securely. Staff were aware of their responsibilities to maintain accurate records. Other records relating to the staff and the management of the service were accurate, kept secure and could be easily accessed when required.

People said they agreed to receive the care and support and were satisfied with the care received. People were treated with respect and supported in a manner that suited them. A visiting relative said: “It’s lovely here. When I came to have a look around I knew instantly it was right for mum”.

People had a range of assessments in place, which were used to develop care plans to inform staff about how to support people and meet their daily care needs. Records showed people’s health and care needs were met by the staff and health professionals. People were satisfied with the medication arrangement. People were provided with a choice of meals prepared to suit their dietary requirements. One person said: “The food is wonderful. There’s always a choice and I quite like having a small sherry with my meal.”

People lived in an environment that was clean and well maintained. All equipment used by people and staff were kept clean and staff ensured the hygiene protocols were followed at all times.

People were supported by staff recruited who were suitable and qualified to work with vulnerable people. One person said: “The girls are very good they know what help you need and are kind.”

We found evidence of gaps in records and improvements are needed. The records completed to monitor people at risk of poor nutrition and hydration was not effective. The new care planning format did not always have the information with regards to people’s social interests and hobbies.

People told us they were satisfied with the quality of care and support received from the staff who respected their privacy and promoted their independence. One person said “This is a lovely place to live.”

People who used the service told us they were involved and their views were taken into account when the care plan was developed and how they want to be supported.

We saw people approach the staff throughout our inspection for support and assistance. People told us staff were helpful and approachable. One person said “The staff are very good here.”

They told us their needs were well met, staff respected their privacy and dignity and treated them with respect. One person said, “It’s really lovely here, the staff are very good, it’s all very good.”

We were unable to speak with a number of people because of their level of dementia however we reviewed the satisfaction survey that the providers undertake and found that relatives and people who use the service were very happy with the level of involvement that they had in the care provided.

One person said “I like to go to the coffee shop down the road and the staff here take me.”