This inspection took place on 30 August 2017 and was unannounced.

Derby Height is a modern purpose-built residential care service in the village of Littleover on the outskirts of Derby. The service has 74 beds and specialises in the care of older people, some of whom are living with dementia, mental health conditions, physical disabilities and sensory impairments. The service provides spacious accommodation for people and has its own secluded gardens and patio areas. At the time of our inspection there were 53 people living at the service.

At the time of our inspection the service did not have a registered manager in post. However an interim manager was in charge of the service, and shortly after our inspection visit a registered manager was appointed and 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.

People said the staff were caring and kind. They told us they felt the staff knew them personally, understood how best to support them, and took a personal interest in them. Staff told us that good staffing levels and an established staff team enabled them to provide continuity of care.

During our inspection visit we saw staff continually consulting with people and asking them for their choices and preferences. Staff told us they encouraged people, and relatives where appropriate, to get involved in drawing up care plans and reviewing them. This helped to ensure that people were involved in their own care and support. Staff followed the principles of the Mental Capacity Act and understood the need for people to consent to their care.

People said the service was safe with friendly and caring staff. Staff were trained in safeguarding (protecting people who use care services from abuse) and knew how to report any concerns they might have both within the service and to outside agencies.

People told us staff protected them from accidents and incidents. The premises were designed to support independence and minimize risk with wide corridors and doorways, handrails, level non-slip flooring, and access to secure communal areas and gardens.

Most of the people we spoke with were satisfied with the staffing levels at the service. Staff told us they had enough time to meet people’s needs and also spend time talking and socialising with them. During our inspection visit call bells were answered promptly and people assisted in a timely manner. People told us they had their medicines when they needed them.

People and relatives told us the staff were well-trained and knowledgeable. They said the staff knew how to do their jobs, spoke respectfully to them, and that it was hard to find any fault with them or their care. Records showed that staff had extensive general and specialised training to help ensure they could meet people’s individual needs.

People said they liked the meals served and enjoyed the company at mealtimes. The food served was well-presented and plentiful. People chose their meals from the day’s menu, which was varied, or ordered an alternative from the kitchen if they wanted something different. If people needed discreet assistance with their meals staff provided this. The atmosphere at lunchtime was relaxed and sociable and the dining rooms well-staffed.

Local GPs ran a weekly surgery at the service and people and relatives said this was convenient for those who preferred not to travel to their medical appointments. Relatives said staff took their family members to medical appointments if they were unable to accompany them themselves.

People’s medical needs were assessed when they first came to the service and care plans put in place to help ensure these were met.

People told us staff provided them with personalised and r