Hollybush is a care home which provides accommodation for up to 14 older people who require personal care. At the time of the inspection 13 people were using the service. Some of the people who lived at the service needed care and support due to dementia, sensory and /or physical disabilities.

We inspected Hollybush on 21 March 2017. The inspection was unannounced. The service was registered in May 2016, so this was the first inspection, for the service, when it was owned by this provider.

People told us they felt safe at the service and with the staff who supported them. We were told: “They are always watching over us to see if we are alright,” and “I feel safe here because all the staff are friends.”

People told us they received their medicines on time. Medicines administration records were kept appropriately and medicines were stored and managed to a good standard.

Staff had been suitably trained to recognise potential signs of abuse. Staff told us they would be confident to report concerns to management, and thought management would deal with any issues appropriately.

Staff training was delivered to a good standard, and staff received updates about important skills such as moving and handling at regular intervals. Staff also received training about the needs of people with dementia.

Recruitment processes were satisfactory as pre-employment checks had been completed to help ensure people’s safety. This included written references and an enhanced Disclosure and Barring Service check, which helped find out if a person was suitable to work with vulnerable adults.

People had access to medical professionals such as a general practitioner, dentist, chiropodist and an optician. People said they received enough support from these professionals.

There were enough staff on duty and people said they received timely support from staff when it was needed. People said call bells were answered promptly and we observed staff being attentive to people’s needs. Comments received included: “The girls are top notch, they certainly know how to look after me,” “The staff come around and ask us if we want a bath or do we want taking out to the shops, they’re wonderful,” and “There are really friendly staff that work here.” Staff said the team worked well together. For example, we were told: “Everyone knows what they are doing. Everyone pulls their weight.”

Care was provided appropriately and staff were viewed as caring. People told us: “I feel privileged to live here,” and “It’s just like living in a hotel.” Staff told us: “It is very homely here. Not many homes feel like that anymore.” “Care is brilliant,” and “We keep things as homely as possible.”

The service had some activities organised. These activities included quizzes, bingo, sing songs, craft activities and reminiscence sessions. Comments about activities included: “The girls do our nails, I really enjoy having them done,” and “My mum is being encouraged to take up knitting again, which she used to enjoy.”

Care files contained information such as a care plan and these were regularly reviewed. The service had appropriate systems in place to assess people’s capacity in line with legislation and guidance, for example using the Mental Capacity Act (2005).

People were happy with their meals. Everyone said they always had enough to eat and drink. Although there was not a formal choice of main meal, people told us they could have an alternative if they did not like what was on the menu. People said they received enough support when they needed help with eating or drinking. Comments received included: “You get a choice of food and if you don’t like something you can have something else and you can choose were you want to eat it,” and “You get good food here, it’s beautiful.”

People we spoke with said if they had any concerns or complaints they would feel confident discussing these with staff members or management, or they would ask their relative to resolve the problem. The