We inspected this service on 27, 28 and 31 July 2017. The inspection was unannounced.

Ashley Gardens Care Centre is a privately owned nursing home supporting up to 89 older people who have nursing needs and who may be living with dementia. The premises are purpose built and made up of three units over three floors. There were 84 people living at Ashley Gardens Care Centre when we inspected. This was the first comprehensive inspection since the new provider took over the service in February 2016.

At the time of our inspection, there was a registered manager in place who had worked at the service for a number of years. 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 and management team were passionate and motivated to ensure people received consistent high quality care. The registered manager led by example and role modelled the person centred care and practice to ensure people had a good quality of life. There was a clear management structure in place and oversight from the senior management team. The registered manager had built links within the local community with the aim to increase people’s wellbeing.

Activities were innovative, exceptional and tailored to meet people’s individual needs, outings and events were well thought through, varied and in plentiful supply. Staff were passionate and thought creatively of ways they could enhance people’s participation and reduce social isolation. There was an open culture where the management team led by example to ensure people received a high quality person centred service. There was a culture of continuous improvement, so that people would feel increasingly well cared for. Staff were motivated and felt supported by the registered manager and management team.

People using the service felt safe with the staff that supported them. The safety of people using the service was taken seriously by the management team and staff who understood their responsibility to protect people’s health and well-being. Staff and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Risks to people’s safety had been assessed and measures put into place to manage any hazards identified. The premises and equipment were maintained and checked to help ensure people’s safety.

There were sufficient staff on duty to meet people’s assessed needs. Additional staff were available to provide support with visits out in the community and one to one sessions. Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support.

Care and nursing staff regularly received training to ensure they had the skills and competencies to provide safe care. New staff received induction training and shadowed established staff before they started to work on their own. Staff met regularly with a senior staff member to discuss their role and practice, and to discuss their training and development needs.

Staff had a full understanding of people’s care and support needs and had the skills and knowledge to meet them. People received consistent support from the same members of staff who knew them well. People and their families were fully involved in the care and support they received and, decisions relating to their daily living. Staff were kind, caring and treated people with dignity and respect at all times. People receiving care at the end of their life were supported in the way they had chosen.

People’s needs had been assessed to identify the care and support they required. Care and support was planned with people and their relatives and regularly reviewed to en