The inspection took place on 13 and 14 November 2017 and was unannounced. Bentley Lodge Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection. It is registered to provide accommodation and nursing care for up to 41 older people. At the time of the inspection there were 34 people living there.

The service had a registered manager. A registered manager is a person who has registered with the 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 were safeguarded from the risk of abuse; staff understood both their role and duty to protect people and had access to relevant guidance. Staff recognised people’s rights to take risks, where they had the capacity to make these decisions. Risks to people were assessed, identified and managed safely. Staffing levels were based upon an assessment of peoples’ needs. People were safe as they were cared for by staff whose suitability for their role had been assessed by the provider. Processes were in place to ensure people received their medicines safely as prescribed from trained staff. The service was clean and staff had undergone relevant training to enable them to understand how to protect people from the risk of infection. The clinical lead investigated and reviewed incidents to ensure any relevant learning took place for people’s future safety.

People’s needs were assessed prior to their admission and their care was based upon best practice guidance to achieve effective outcomes for them. Staff told us they felt well supported within their role and staff that were new to care underwent an induction to their role. Staff at all levels were encouraged to undertake professional development to further enhance their knowledge and skills and ensure people received effective care. Staff understood the importance of ensuring people received sufficient food and hydration that met their individual needs and this was provided. Records demonstrated that when people moved between services, staff ensured they had access to relevant information to enable them to provide the person’s care effectively. People were supported to access a range of healthcare professionals in order to promote their welfare. The registered manager had instigated a project to promote sound oral health care for people, in order to improve their dental health. The physical environment provided met people’s needs. 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, their relatives and representatives told us the service was caring. Staff were observed to care for people in a kindly and compassionate manner. Staff understood, listened to and acted upon people’s preferences about their care. Staff ensured people’s privacy and dignity was upheld during the provision of their care.

People, where they could express their views, or relevant others, were consulted about their care. They had individualised care plans that reflected their needs and which were understood by staff. People were provided with a range of opportunities for social stimulation. Processes were in place to ensure people were informed of how to make a formal complaint. Any feedback received was investigated to ensure any required improvements in the quality of the care provided were made for people. People were appropriately supported with their end of life care. People’s own needs in relation to bereavement had been recognised, acknowledged and met.

The provider had a stated