This inspection was undertaken on 5 December 2016 and was unannounced.

The provider of Burcot Grange is registered to provide accommodation and personal care for up to 40 people. At the time of this inspection 36 people lived at the home. Bedrooms, bathrooms and toilets are situated over three floors with stairs and passenger lift access to the upper floors. People have use of communal areas including lounges, conservatory and dining rooms.

There was a registered manager in post who was supported by a deputy 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.

People, staff and visitors to the service felt safe . Risks were identified and managed to make sure that people and others were kept as safe as possible. Staff had received training in how to identify and report potential abuse. They knew what to do if concerns were raised and who to report the concerns to. Pre-employment checks were performed and ensured that unsuitable workers could not be employed to work in the service.

The management of medicines was in line with good and safe practice.

The management team and staff protected people's rights to make their own decisions and people were asked to consent to their care.

The provider, registered manager and staff were very responsive to people’s care and support needs. They aim to meet individual’s requirements, so they receive the best personalised care possible whilst maintaining people’s independence.

People received kind and compassionate care. Staff built strong and caring relationships with people and their families and friends. People were treated with dignity and the greatest respect at all times. Staff treated people as individuals and respected their lifestyle choices.

The provider encouraged people to maintain relationships with their families, friends and the local community.

People benefitted from a very well-managed service. The registered manager was very approachable and was respected by people living at the home, relatives and staff. The provider ensured people received very high quality care .

People's views and comments were listened to and used as part of the quality assurance process to look to make continuous improvements.