This unannounced inspection took place on 18 September 2018.

This was the first inspection of regulated activity at Lavender Oaks Care Home since it registered with the Care Quality Commission in October 2017. Lavender Oaks Care Home is a ‘care home’. People in care homes receive accommodation, nursing and personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The service is registered to provide accommodation, nursing and personal care for up to 75 people. Since opening the service has taken a gradual approach to admissions. At the time of our inspection there were 26 people living in the service.

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.

Staff were trained to protect people from mistreatment and the risks of avoidable harm. There were enough nursing and care staff to ensure care was delivered safely at all times. Staff were recruited using robust procedures. Infection control practices and food safety protocols were in place to prevent the risk or spread of infection. An extensive range of checks were undertaken on a frequent basis to ensure the safety of the care home environment.

People had detailed holistic assessments in place and their care was delivered by trained and supervised staff. People ate well and their nutritional needs and preferences were met. People consented to the support staff provided and staff delivered support in line with mental capacity legislation and guidance. The provider placed an emphasis on meeting people’s nutritional needs and preferences through a pleasurable social experience in attractive surrounds. The premises was purpose built with a high quality décor.

Staff were caring and kind to people and worked towards getting to know people well. People were supported to have their communication needs assessed and met. Staff treated people with dignity and respect and enabled people to maintain relationships with loved ones.

People’s support was delivered in line with detailed and regularly reviewed care plans which reflected their preferences and assessed needs. Staff supported people to engage in a wide range of activities. Measures were in place to protect those who chose not to join in group activities from feeling socially isolated. Among the facilitates available to people was a cinema, activity room, hairdressing salon and a private dining room.

The registered manager led a senior leadership team which had clearly defined roles and responsibilities. There was an open culture within the service and feedback from people, relatives and staff was regularly sought. The quality of care and support people received was subject to in-depth checks and audits. The provider utilised the services of external agencies to achieve positive outcomes for people and engaged in partnership working within the local community.