This inspection was unannounced and took place on 24 and 30 October 2017. This location had previously been managed by another provider, but was registered by Aldergrove Manor Ltd in February 2016. This was the location’s first inspection since registration.

Aldergrove Manor is registered to provide accommodation with nursing and personal care for up to 70 people including older people, people living with dementia, as well as people with physical disabilities and younger adults. On the days of the inspection there were 61 people living at the home. The home is divided into two units. The downstairs unit accommodated people who had specific nursing needs with the first floor unit catering for people who were living with dementia.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and their relatives were confident they felt safe living at the home. Staff were trained in safeguarding and knew how to identify signs of possible harm and how to report and escalate any concerns. Risks to people were assessed, managed and reviewed and clear guidance was available to staff about how to reduce the risk of harm. Staffing levels were planned in order to meet people’s care and support needs as well as allow staff time to spend and talk with people. People received their medicines as prescribed, where required these were regularly reviewed. Staff offered people pain relieving medicines when required and systems used to manage medicines were safe.

People received support from staff who were trained and knowledgeable within their roles. Staff received regular training and competency checks to ensure they were able to meet people’s needs. New staff were given a period of induction at the home, which enabled them to work alongside more experienced staff. People were asked for their consent before care was provided and where people had their rights restricted this process had been completed lawfully. People were happy with the food and drink provided and where people had specific dietary needs staff were aware of them. Staff took action to ensure people receive sufficient amounts of food and drink to maintain their health. People were supported to access healthcare professionals when required and the staff team had developed effective working relationships with other agencies to ensure people’s healthcare needs were met.

People were supported by staff who were friendly and compassionate. Staff offered reassurance to people when they became distressed or anxious. People were supported to make decisions about their daily lives and staff encouraged people to maintain their independence where possible. People were supported by staff who recognised the importance of people’s dignity being maintained and who were sensitive when providing support. Staff protected people’s privacy and care at the end of people’s lives was planned and delivered sensitively in accordance with people’s individual wishes.

People and their relatives had been involved in the planning and review of their care and support. Staff provided support in accordance with people’s care plans, which reflected their life histories, personalities, interests and care needs. People were supported by staff to participate in activities that they enjoyed. People and their relatives knew how to make a complaint if they were unhappy about the service they received and the provider had a system in place to manage and investigate complaints.

People spoke positively about life at Aldergrove Manor and felt that the home was well managed. People, relatives and staff knew who the registered manager was and found them to be approachable. People, relatives and sta