This inspection took place on 11 October 2016. Firstlings is a residential care home that provides accommodation and personal care for up 32 people, some of whom may have needs associated with dementia.

A registered manager was in post at the service but unavailable on the day of the inspection. We were accommodated by the deputy 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.

There were sufficient staff who had been recruited safely and who had the skills and knowledge to provide care and support in ways that people preferred.

Staff had received training in keeping people safe and they knew how to raise any concerns if they suspected someone was at risk of abuse or harm. Staff understood the risks people could face day to day and how to to ensure their safety.

The Care Quality Commission (CQC) monitors the operation of the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) which apply to care homes. We found the provider had followed the MCA code of practice in relation to DoLS.

People knew how to complain and felt confident their concerns would be listened to and people's complaints were valued and used to improve the service.

People's medicines were managed safely and staff received training and support in order to maintain their knowledge and skills in delivering quality care.

People had a nutritious and balanced diet and enjoyed the meal time experience.

There were systems to monitor and improve the quality of the service. Checks were carried out to ensure care was delivered safely and effectively.

This inspection took place on 11 October 2016. Firstlings is a residential care home that provides accommodation and personal care for up 32 people, some of whom may have needs associated with dementia.

A registered manager was in post at the service but unavailable on the day of the inspection. We were accommodated by the deputy 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.

There were sufficient staff who had been recruited safely and who had the skills and knowledge to provide care and support in ways that people preferred.

Staff had received training in keeping people safe and they knew how to raise any concerns if they suspected someone was at risk of abuse or harm. Staff understood the risks people could face day to day and how to to ensure their safety.

The Care Quality Commission (CQC) monitors the operation of the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) which apply to care homes. We found the provider had followed the MCA code of practice in relation to DoLS.

People knew how to complain and felt confident their concerns would be listened to and people's complaints were valued and used to improve the service.

People's medicines were managed safely and staff received training and support in order to maintain their knowledge and skills in delivering quality care.

People had a nutritious and balanced diet and enjoyed the meal time experience.

There were systems to monitor and improve the quality of the service. Checks were carried out to ensure care was delivered safely and effectively.

We spoke with several people who lived and worked at the home. One person said, "I have no complaints; this is a very nice home." Another person told us how they had chosen to come to Firstlings themselves because, "It was nicer than all of the other homes I looked at." One staff member commented that starting work at Firstlings was, "Like joining a nice family."

The accommodation was appropriately designed and suitable to meet the needs of the people living there and risks within the home had been assessed. The home was clean and was personalised to the people who lived there.

We saw that support plans and risk assessments were informative and up to date. Staff were aware of their contents, which supported them to deliver appropriate and safe care. The provider had systems in place that ensured the safe receipt, storage, administration and recording of medicines. Staff recruitment and induction systems were robust.

People who lived at Firstlings had a range of complex needs including those associated with dementia. People who were able to speak with us told us that they were well looked after and were given choices about food and daily activities. One person said “We have a great time here; the staff really go out of their way to entertain us.”

A number of people were not able to tell us directly about their experiences. However, we observed that they were relaxed and they interacted positively in different ways with the staff. We saw that staff assisted people to eat in a sensitive and gentle way.

Firstlings had all the necessary policies and procedures in place. We saw that records and quality assurance monitoring systems were working well for the protection of people who used the service. People and their families were involved in people’s care arrangements and were consulted appropriately. Staff were trained and supported and carried out their caring responsibilities well.

One relative said “We looked at other homes and this was the best. It was important that [my relative] had all the care that they deserved. We wanted most of all to maintain their dignity. They get that here.”