This inspection took place on 9 and 10 January 2017. It was an unannounced visit to the service.

This was the first inspection for the service since a change in the registered provider. Maids Moreton Hall is a care home for adults some of who have a physical disability or frailty and may have a diagnosis of dementia. It is registered to provide accommodation for 60 people. At the time of our inspection 58 people lived at the home. The homes’ accommodation was split into three distinct areas. Residential, nursing and dementia care. On the ground floor the home benefitted from a Bistro area, which was a focal meeting point for people.

The service had a registered manager 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.

The service people received was outstanding. The feedback we received from relatives was overwhelmingly positive. This was supported by comments from people and staff. Comments included “Everyone take the time to ensure that mum is healthy, happy and feels safe and feels cared for, in fact she feels very spoilt,” “The staff always engage positively with residents and are sensitive to their moods and needs” and “Having experienced a number of homes I can certainly say the service provided at Maids Moreton Hall is outstanding.”

People were supported to be safe, as staff had received training on how to recognise abuse. Staff were knowledgeable about what they would do if a concern was raised.

People were supported by staff who had been recruited through a robust process and who were supported in their role after being appointed.

Potential risks to people had been assessed and appropriate action put in place to help prevent harm to people. The home supported people to take calculated risks and this helped people achieve their chosen aspirations.

Incidents and accidents were reported, trends were analysed and action was swiftly taken to prevent another occurrence.

People and relatives told us they had good access to healthcare, this was supported by a local GP, who praised the staff for their knowledge of people and how they responded to any changes in people’s health. The GP told us “I have booked my bed; I would have no hesitation in recommending the home.”

People were supported by staff that really cared about providing a high quality service. Comments from staff included, “I love the most working with the residents and trying my best to make their life better,” “It always makes your job worthwhile seeing the happiness you can bring to people with just the simplest of things” and “I specifically enjoy working in reminiscence.” This was supported by what relatives told us. One relative told us “Not a day goes by I don’t thank you in my head for all the caring, kindness and patience, attention and personal care she receives; we are so lucky that she is with you all.”

People were supported to maintain important relationship and roles within their family. We received so many stories of how the home had supported people to attend weddings, birthday parties and engage in activities they used to do. One relative commented after their family member was supported to attend a family celebration, “That, almost more than anything, has meant so much to her whole family.”

People were encouraged to participate in a wide range of activities. The home had a dedicated activity co-coordinator who was keen to develop their skills and have a positive impact on providing meaningful activities for people. The home was an integral part of the local area and people enjoyed activities in the local area. For instance, some people attended a bridge club.

There was an experienced registered manager in post, who firmly upheld the core value