This inspection was unannounced and took place on 15 March 2018 and conversations via email and telephone were completed with staff members and relevant professionals on 23 March 2018. At the previous inspection in November 2015, the provider was found to be meeting all of the regulations that we assessed and was rated ‘good’ in four domains and ‘requires improvement’ in the key question ‘is the service well-led’.

Castlecroft Residential Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Castlecroft is registered to provide accommodation for up to 64 people. At the time of inspection there were 60 people living at the home. Castlecroft is purpose built and arranged over three floors, the first floor is for people who are more independent. The first and second floors are for people who have greater care needs and many of them 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 to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Systems were in place to monitor the quality of the service. These needed to be more robust in highlighting areas for improvement in relation to risk assessments, care plans and medication. Shortfalls that we identified during inspection had not been highlighted by their systems.

People and their relatives were positive about the care provided at Castlecroft. Our observations confirmed that staff were kind and caring towards people.

People felt safe living at the home and were protected from the risk of abuse. The provider had systems in place to minimise the risk of abuse and staff had a good knowledge and understanding of the signs of abuse and who to report concerns to.

The registered manager had taken action to ensure all staff had received the training they required to meet people’s needs. Staff told us they had completed an induction programme and had regular supervision and meetings and felt well supported.

People and their relatives told us they found the management team approachable.

This inspection took place on 19 and 20 November 2015 and was  unannounced. At our last inspection on 11 and 12 December 2014 we found there were two areas where the service was not meeting regulations. The provider had not ensured that suitable arrangements were in place for obtaining and acting in accordance with people’s consent. Also proper steps were not in place to ensure safe staffing numbers at all times. The provider sent us an action plan detailing what action they had taken. During this inspection we found the provider had made improvements so that the regulations were met.

Castlecroft is registered to provide accommodation and personal care to a maximum of 64 people. On the day of our inspection 59 people lived at the home. People living there had a range of conditions related to old age who may also have dementia. Accommodation is purpose built and arranged over three floors. The ground floor unit is for people who are more independent with lower care needs. The first and second floor units are for people who have greater care needs and many of the people 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 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.

Systems were in place to monitor the quality of the service. These needed to be more robust to ensure that records relating to people’s care were well maintained.

Most people and their relatives were positive about the care provided at Castlecroft. Our observations confirmed that staff were attentive and caring towards people. We observed that improvements had been made to the way care was provided to people living on the first and second floor. Some people on the ground floor were not happy about aspects of their care. The manager took action to listen to people’s views about this and to put plans in place to make the improvements needed.

People felt safe using the service and they were protected from the risk of abuse because the provider had systems in place to minimise the risk of abuse. Staff were trained to identify the possibility of abuse occurring. Staff understood their responsibility to take action to protect people from the risk of abuse and how to escalate any concerns they had.

Staff were recruited in a safe way. We found that there were enough staff to support people and meet their needs in a personalised manner.

People were supported to receive their medicines as prescribed.

The manager had taken action to ensure that all staff received the training and support they needed to ensure they had the skills to meet people’s needs.

People described the management of the home as friendly and approachable. Staff felt supported by the provider. All previous breaches of the regulations were met