This comprehensive inspection took place on the 16 and 24 January 2019 and was unannounced on the first day. It was the first rated inspection of the service under the provider Burlington Care (Yorkshire) Limited, which registered Highfield Care Centre as a new location in February 2018.

Highfield Care Centre is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Highfield Care Centre is registered with the Care Quality Commission to provide accommodation and personal care for up to 88 older people some of whom may be living with dementia. There were 49 people using the service at the time of this inspection.

There was a registered manager in post. A registered manager is a person who has registered with the CQC 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 told us they felt safe and staff knew how to keep them safe from harm and abuse. Staffing levels were sufficient to provide safe care. Medicines were managed safely and people received them as prescribed. Staff received training and understood how to recognise signs of abuse and who to report this to. Safe recruitment practices were followed to make sure staff were suitable to work with vulnerable adults. Staff were trained in good hygiene practice and were supplied with personal protective equipment such as gloves and aprons. Risk assessments contained enough detail to enable staff to keep people safe from harm.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported to make choices and retain their independence. Staff had a good awareness of the need for consent. People told us they enjoyed the food at the service. There was a varied menu available to people and specialist diets were catered for. People were supported to maintain their health. They received consistent care and had access to health professionals as required. Staff received training, support and supervision to enable them to be effective in their role.

The environment had been developed to support people’s diverse needs. This included clear signage and colour-contrasting equipment to increase visibility for people living with dementia. There was a positive and inclusive culture at the service. The provider and registered manager promoted a culture of dignified and respectful care. People told us they were supported by staff who were kind, caring and compassionate. Staff knew people well and made sure people received care and support that was personal to their needs and responsive to any changing needs. Care plans were person-centred and gave good detailed guidance for staff to follow.

People were supported to participate in meaningful activities they enjoyed. A church service was arranged so people’s spiritual needs were met. Staff also supported people to access community facilities and to maintain contact with friends and relatives.

People and their relatives had regular contact with the registered manager and reported no difficulties in raising any concerns about the service if necessary. Systems were in place to manage complaints. Quality assurance processes were in place to monitor the quality of care delivered. There was a commitment for improvement through quality assurance systems, audits and learning from any shortfalls identified.

The registered manager was committed to providing good quality care and support for people. Staff told us the management team were very approachable and accessible; they said they were well -supporte