This was an unannounced comprehensive inspection, to make sure the service was providing care that is safe, caring, effective, responsive to people's needs, and well-led. The inspection took place on 13 and 19 December 2018.

Catherine Lodge is a ‘care home’. The accommodation is purpose-built with passenger lift and stairlift access to the first and second floors. People living in this care home receive accommodation along with 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.

The service had a registered manager, which 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 service is registered to provide accommodation for up to 39 people. There were 35 people using the service at the start of this inspection. The service specialises in the care of older adults including those living with dementia or mental health needs.

At our last rating inspection in April 2016, the service was rated Good. At this inspection we found the evidence continued to support the rating of Good.

Everybody we spoke with was complimentary about Catherine Lodge and many mentioned the kindness of the staff. A typical overall comment from someone using the service was, “I don’t think I would find a better place.” Relatives’ and representatives’ comments included, “I can’t speak highly enough of them” and “If I had to go somewhere, I would come here.”

We found the service could demonstrate a good record for improving some people’s health and welfare. This was partly through collaborative working with community professionals. The registered manager also ensured high standards of care through a hands-on approach. This influenced staff to work well as a team to provide high quality care for people.

We found the approach of staff to be responsive to people’s individual needs and choices. Staff noticed and responded when people needed support. People’s routines and choices were identified and supported. Staff respected rather than challenged people’s reality and experiences, and worked with them to achieve positive, safe outcomes.

The service had a stable staff team which helped trusting relationships develop with people using it. Staff and managers knew people well as individuals, and people were often supported by their preferred staff members. Staff had time for people and were encouraged to sit and interact with them. This helped ensure the service’s caring approach and the support of people emotionally.

The service provided a range of stimulating activities that people enjoyed. There was a strong focus on music and movement amongst the various activities provided, and effort was made to engage people. Some people were also supported to go out to locally.

The service was skilled at supporting people at the end of their life to have a comfortable, dignified and pain-free death. This had been verified by a national organisation that took into account good practice in palliative care and feedback from relatives and representatives of people who had passed on at the service.

Good attention was paid to ensuring people were supported to eat and drink enough and maintain a nutritious diet. People’s preferences were sought and individual diets were catered for. People received their medicines as and when prescribed.

People were treated respectfully and consent was appropriately sought for the support to be provided. People’s independence was encouraged, and adjustments were made to the well-maintained premises in support of this.

The premises were kept clean and people were protected from the risk of infection. The service paid good attention to people’s personal c

This inspection took place on the 14 April 2016 and was an unannounced inspection. The service was previously inspected on 22 January 2014 when it met all the standards inspected.

Catherine Lodge provides accommodation and personal care for up to 39 older people, some of whom are living with dementia, mental health and sensory impairments. At the time of inspection there were 37 people living in the service.

Catherine Lodge is a detached building formed of two joined properties. People's bedrooms are with ensuite facilities and are located on three floors. The service has four communal lounges, a conservatory and a dining area, all located on the ground floor. The three floors are accessible via a lift. There is an accessible garden.

There is a registered 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 told us they felt safe in the service and the service had systems in place to keep people safe from the risk of abuse and hazards. Staff administered people’s medicines appropriately and medicines were stored in a safe manner.

The staff group was stable and people told us there were enough staff. People described some staff as “outstanding” and “excellent.”

The service was clean and well maintained and there were systems in place to manage the risk of cross contamination.

The registered manager and staff were aware of their responsibilities under the Mental Capacity Act 2005 (MCA) and had made appropriate Deprivation of Liberty Safeguards (DoLS).

People and their relatives told us the service was effective in meeting people’s individual health and care needs. People were cared for by staff who had a good understanding of their needs. Staff were supported by training to meet the various aspects of their role.

Staff supported people to maintain a good nutritional diet and to remain hydrated.

People told us staff were kind, caring and professional. We observed that care staff maintained people’s privacy and involved people and their family members in care planning.

People had person centred care plans and the service identified and met people’s diversity support needs. Staff support people to complain and the registered manager addressed any complaints immediately by discussing with the individual and working to improve the quality of the service.

The service was well-led by an experienced approachable manager. There was good communication between the senior staff and the support staff. The service had regular audits and asked for feedback from people, their family members and professions to assure the quality of the service given.

We spoke with five people who used the service, two relatives and the service's GP who was also visiting. People told us they were very happy with the service they received. One person said "I like it here very much. They are very good to us, we have lovely parties and the food is wonderful". Another person told us "They are wonderful. The staff have so much courtesy, and treat everyone with respect and dignity, not hidden away. I've not lived in any other home, but my feeling is it is quite exceptional". A relative told us "The staff are very attentive and thoughtful. They have so many activities, and it is always teatime when I visit".

We found that care and support provided was compassionate and attentive to people's needs. We saw that consent was sought before care was provided, and government guidelines were followed where people did not have the capacity to consent.

We found that food and drink was fresh, plentiful and nutritious, and that support to eat was provided with people's dignity in mind. We found that the premises were suitable for the needs of the people who used the service, staff and visitors.

We saw that the provider operated effective recruitment procedures and that staff were skilled and caring. The provider sought people's feedback and acted upon it, and maintained a robust quality assurance system.

We spoke with five people who use the service, a relative and two healthcare professionals who visited the home. People who use the service informed us that they had been treated with respect and dignity. They spoke highly of staff and said they had been consulted and were involved in their care. Their views can be summarised by the following comment made by a person who use the service, “I am happy here. They treat me nicely. I could not wish for a better place.”

We observed that people who use the service appeared comfortable and well cared for. Staff were seen assisting them with their meals and drinks. The care provided had been carefully monitored by staff. People and their representatives indicated that the care needs of people who use the service had been attended to. People informed us that their preferences regarding personal care had been respected.

We spoke with six staff. They informed us that there were arrangements for them to have regular supervision. Staff said they worked as a team and they had received support from their managers. Staff were knowledgeable regarding their roles and responsibilities and the individual needs of people who use the service.

People who use the service informed us that they had been treated with respect and dignity. They spoke highly of staff and said they had been consulted and were involved in their care. They indicated that staff were competent and pleasant in their approach. This was confirmed by relatives we spoke to.

We observed that people who use the service appeared comfortable and well cared for. Staff were seen assisting them with their meals and drinks. Comprehensive assessments had been carried out and plans of care had been prepared for people who use the service. The care provided had been carefully monitored and there was evidence that the healthcare needs of people who use the service had been attended to.

Arrangements were in place to ensure that people who use the service are protected from abuse. The home had a safeguarding policy and procedure and staff had received the required training. There were arrangements to ensure that staff received regular supervision and support from their managers. Staff were knowledgeable regarding their roles and responsibilities and the individual needs of people who use the service.

People who use the service informed us that the home had been kept clean and staff were hygienic in their approach. All areas of the home inspected had been kept clean and tidy. There were suitable arrangements for cleanliness and infection control.

People who use the service were satisfied with the accommodation provided and they indicated that their care needs had been attended to. They spoke highly of staff and said they were involved in the running of the home.

Comments made by them included the following:

"Everything is perfect, staff are wonderful."

“Staff are very careful.”

" The care is exceptional !”

“Happy, well treated.”