This inspection took place on 3 October 2016 and was unannounced. At our last inspection in December 2013 the service was meeting the regulations that we assessed.

Engelberg provides accommodation for up to 34 people who require personal care. On the day of our inspection there were 31 people living at the home. We were advised that two people were in hospital at the time of our visit. People who lived at the home were elderly and had needs associated with old age and dementia.

There was a registered manager in post and she was present during our 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 and associated Regulations about how the service is run.

People told us they felt safe at the home, and staff had received training to ensure they knew how to recognise and report any concerns. We found risks to people were managed in a way to keep them safe. We received mixed feedback from people about the staffing levels provided. We did not see that there was any impact on people due to the current staffing levels. People received their medicines safely and as they had been prescribed.

The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Staff knew about people’s individual capacity to make decisions and supported people to make their own decisions.

Staff had developed positive relationships with people and they knew about their life and daily choices. People were encouraged to be independent and their privacy and dignity was respected. People were supported to maintain good health; we saw that staff alerted health care professionals if they had any concerns about their health. People knew how to make a complaint and were confident that their complaint would be fully investigated and action taken if necessary.

People described the registered manager as approachable and they said they felt the service was well managed. Arrangements were in place to assess and monitor the quality of the service, so that actions could be put in place to drive improvement. The management of the home was open and transparent.

On the day of our inspection there were 31 people living at Engleberg. We spoke with five members of staff, four people who used the service and four relatives. We looked at policies and processes, four care records and four staff records to gain an insight into the care provided.

We saw that people were consulted about their care. People we spoke with told us they felt included in their care and that changes were discussed with them.

Care plans and risk assessments were updated regularly to ensure people received the care they needed. There were a variety of activities designed to meet people's needs and maintain their independence. People told us they liked living at Engleberg. One person told us, “I feel lucky to be here.”

People’s safety was protected because there were systems in place to report safeguarding concerns and staff received relevant training. People told us they were satisfied with the care provided and said they felt safe. A relative we spoke with told us that their relative had, “Lived with dignity and enjoyment”, because they were there.

Relatives we spoke with said the staff were excellent. Staff we spoke with said they really enjoyed their job and that they were supported with relevant training to care for the people who used the service.

People experienced good quality care and effective systems for monitoring were in place. There was evidence that people and their relatives knew how to complain if things were not right.

During our inspection we spoke with four people, two relatives of one person, three members of staff and the manager. We looked at four people’s care records.

We found that people were supported in making day to day decisions about the care they received. People’s dignity was respected by staff. One person told us, "The dignity I experience is superb”.

The care people received was reflected in their care plans. Care was regularly reviewed to ensure it met people’s needs.

The home provided a pleasant environment for people to live in. We saw that a number of safety audits were carried out to ensure people’s safety.

We found that staff were recruited in a safe way and correct checks were carried out to ensure their suitability to care for people. One person said, “Staff give professional care, which they deliver with love”.

The service had a clear complaints procedure which was accessible to people. People said they felt confident in reporting issues to staff and that they would be listened to.

We spoke with 10 people to find out their experiences of living at the home. They told us they feel safe, well cared for and that staff are kind and respect them as individuals. People told us that staff have the skills to look after them and know when to contact health care professionals if there are concerns about their health. People described some of the events and activities that had recently taken place at the home and told us they view their social needs are met. They said they have plenty of opportunity to celebrate their religious beliefs if they choose to do so.

Other people were not able to tell us about their experiences of living at the home, so we spent time observing how staff supported and cared for them. We observed staff interacting very well with people, providing guidance and help when needed. Throughout our visit people appeared content and well looked after.

We spoke with three visitors who told us of their satisfaction with all aspects of the home.