The inspection took place on the 20 and 22 February 2017 and was unannounced.

Forest Edge is registered to provide accommodation and support for up to 32 older people who may also be living with dementia. On the day of our visit 32 people

were living at the home. The home is located on the edge of the New Forest approximately four miles from Southampton. People’s private bedrooms are on the ground and first floors. There is a passenger lift and stairs to the first floor. The home has a well maintained garden and patio area that people are actively encouraged to use.

The service had 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's safety and wellbeing was promoted by staff. People were encouraged to raise any concerns about their safety. People were involved in decisions about keeping them safe.

Assessments were in place to identify risks that may be involved when meeting people’s needs. Staff were aware of people’s individual risks and were able to tell of the strategies in place to keep people safe.

There were sufficient numbers of qualified, skilled and experienced staff deployed to meet people’s needs. Staff were not hurried or rushed and when people requested care or support, this was delivered quickly.

Medicines were stored and administered safely. Clear and accurate medicines records were maintained. Training records showed that staff had completed training in a range of areas that reflected their job role.

People were encouraged to eat a varied and healthy diet. People's views and suggestions were sought about meals and these were used to plan the meals provided.

People's health was maintained. People saw a range of healthcare professionals as and when required.

People enjoyed positive relationships with staff. People were involved in decisions about their care. People were treated with dignity and respect and their privacy was maintained.

People's individual preferences were known by staff. Staff adapted to meet people's changing needs.

People's opinions, comments suggestions were valued and acted upon. Where complaints had been made, these had been investigated and action taken.

The registered manager had created a positive and inclusive atmosphere in which people's and staff's views mattered.

The registered manager and provider maintained oversight of the quality of care provided to people, and sought to continually improve this.

The inspection took place on 13 and 14 October 2014 and was unannounced.

Forest Edge is registered to provide accommodation and support for 32 older people who may also be living with dementia. At the time of our inspection 29 people were living at the home. The home has a garden to the rear of the premises with raised flower beds and a patio area that people using the service were actively encouraged to use.

A registered manager was in place. 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.

Staff understood the needs of the people and care was provided with kindness and compassion. People, relatives and health and social care professionals told us they were very happy with the care and described the service as excellent. One health care professional said: “This is really a nice calming place to live. People are always well turned out, clean and tidy, as is the home”. People were supported to take part in activities they had chosen. One person said: “I can do whatever I want here. They always listen to me and I am extremely happy, the care they give is the best. I can’t fault anything”.

Staff were appropriately trained and skilled and provided care in a safe environment. They all received a thorough induction when they started work at Forest Edge and fully understood their roles and responsibilities.

The provider had employed skilled staff and took steps to make sure care was based on local and national best practice. Information regarding diagnosed conditions was documented in people’s care plans and discussions around risks to health and wellbeing were discussed each day.

The registered manager assessed and monitored the quality of care consistently involving people, relatives and professionals. Care plans were reviewed regularly and people’s support was personalised and tailored to their individual needs. Each person and every relative told us they were continually asked for feedback and encouraged to voice their opinions about the quality of care provided.

The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. These safeguards protect the rights of people using services by ensuring that if there are any restrictions to their freedom and liberty, these have been authorised by the local authority as being required to protect the person from harm. People’s freedoms were not unlawfully restricted and staff were knowledgeable about when a DoLS application should be made.

Referrals to health care professionals were made quickly when people became unwell. Each health care professional told us the staff were responsive to people’s changing health needs. One health care professional said: “They (the staff) always contact us if they are unsure or need advice”.

Staff spoke with people in a friendly and respectful manner. The service had a personalised culture and people told us they were encouraged to raise any concerns about possible abuse. One member of staff said: “Everyone knows they can contact CQC because we talk about it in our meetings “and “The home is managed well. The atmosphere in the home is caring, kind and friendly”.

Staff were knowledgeable about their responsibilities in reporting abuse and keeping people safe. Staff told us they knew of the provider’s whistle blowing procedures and would not hesitate to raise concerns externally if they suspected or were aware of abuse.

Care plans contained sufficient detail about how to identify risks and to ensure people’s independence was respected whilst maintaining their safety and wellbeing

Before the inspection, we asked the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. They did not return a PIR and a ratings limiter was applied to the “well led” section of this report.