De Lucy is a residential care home that provides care for up to 60 older people. Some people using the service were living with dementia. At the time of this unannounced inspection of 24 April 2018 there were 55 people who used the service. This service was registered on 14 September 2015. This was their first inspection.

A registered manager was in post but not present during the inspection. 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 service was exceptionally responsive to meeting people’s needs. People were at the heart of the service, receiving exceptional care that was personalised to them, taking account of their individual needs and wishes. They were actively involved in contributing to the planning of their care and support. This was regularly reviewed and tailored to meet changing needs.

People were actively encouraged and supported to pursue their hobbies, participate in meaningful activities that they chose, enabling them to live as full a life as possible.

People were complimentary about the care they received and the approach of the management team and staff. Staff had developed good relationships with people. Staff consistently protected people’s privacy and dignity and promoted their independence.

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 enjoyed a positive meal time experience and were supported to eat and drink enough to maintain a balanced diet. They were also supported to maintain good health and access healthcare services.

People knew how to complain and share their experiences. Their views and opinions were actively sought, valued and listened to. Concerns and complaints were thoroughly investigated, responded to and used to improve the quality of the service.

The service provided a safe service to people. This included systems in place intended to minimise the risks to people, including from abuse, falls and with their medicines.

Staff understood their roles and responsibilities in keeping people safe. They were trained and supported to meet people’s needs. Staff were available when people needed assistance and had been recruited safely.

Systems were in place to receive, record, store and administer medicines safely. Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

The environment met the needs of the people who lived there. All areas of the service were clean and in good state of repair with equipment maintained.

The management team were accessible, supportive and had good leadership skills. Staff were aware of the values of the provider and understood their roles and responsibilities. Morale was good within the workforce.

The service had a quality assurance system and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.