This unannounced inspection took place on 07 September 2017. This was the provider’s first rating inspection at this location since they registered with us in January 2017.

Gracewell of Sutton Coldfield is a care home that is registered to provide accommodation for up to 65 people who require nursing and/or personal care. At the time of our inspection, there were 45 people living at the home.

There was a registered manager in post; however, the provider had recently appointed a new manager who was in the process of registering with us. In the meantime, the current registered manager continued to provide support and oversight to the new manager as part of the ‘hand-over’ process. 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 living at the home were very happy with the service they received because they felt safe, comfortable and respected by the staff that supported them. People felt valued by the staff and were involved in all aspects of their care. Care was personalised and staff treated people as individuals with the utpmost respect; they were kind, caring and compassionate, making all interactions count. People were supported to maintain their hobbies and interests because staff took the time to get to know them and encouraged people to engage in activities that were meaningful to them. Relationships with families and friends were also cherished and developed to enable people to maintain valued contact with people who were important to them. Staff built trusting and supportive relationships with people’s relatives and extended this to engaging with people in need from the wider community, through their fortnightly open days and ‘reach-out’ cafes. All of which contributed to ensuring people received an excellent caring service.

Meal times at the home mirrored a sophisticated social event where people were supported to eat food that was freshly prepared, well-presented and that met their dietary requirements; this was accompanied by a choice of beverages such as wine all in accordance with people’s likes, dislikes and preferences. People received the right level of support to both maintain their independence but also to meet their needs discreetly whilst eating. There was a relaxed, calm and social ambience within the home which promoted peoples comfort and well-being.

People felt safe living at the home and enjoyed the security of the staffs’ presence as well as the building without feeling unduly restricted in any way; people were supported to feel at home. Staff knew how to keep people safe from the risks associated with their health and care needs and the provider had ensured that there were enough members of staff available, who had been safely recruited to meet people’s needs. This meant that people received the care they required when they required it, including their prescribed medicines.

People were protected from abuse and avoidable harm because staff had received training and had the knowledge and skills they required to do their job effectively. Risk assessments and management plans were also in place to promote people’s safety within the home.

People’s abilities to make decisions were assessed and care and support was provided with their consent, where possible. Where people lacked the mental capacity to consent to their care, people’s rights were protected because the provider ensured that key processes had been followed so that people were not unlawfully restricted and that decisions were made within their best interest. These decisions were made in consultation with other professionals involved in their care as well as with friends and relatives, making sure that all relevant persons were involved in meeting p