This comprehensive rated inspection took place on 17 and 18 October 2018 and was unannounced. It was the first rated inspection of the service under the provider National Care Consortium Ltd, which registered Longhill House Care Home as a new location in November 2017.

Longhill House Care Home is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

Longhill House Care Home accommodates 41 people on two floors in one adapted building. It provides a service to older people and those who may be living with dementia. At the time of this inspection there were 39 people using the service.

The provider is required to have a registered manager in post. At this inspection there was a manager that had been registered and in post for the past year. 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 were protected from the risk of harm because the provider had systems in place to detect, monitor and report potential or actual safeguarding concerns. Staff were appropriately trained in safeguarding adults from abuse and understood their responsibilities in these matters. Risks were also managed and reduced so that people avoided injury or harm.

The premises were safely maintained and there was evidence in the form of maintenance certificates, contracts and records to show this. Staffing numbers were sufficient to meet people’s needs and we saw that rosters accurately reflected the staff that were on duty. Recruitment policies, procedures and practices were carefully followed to ensure staff were suitable to care for and support vulnerable people. We found that the management of medication and risk of infection were safely carried out. The staff learned from accidents and incidents to avoid these being repeated.

People were cared for and supported by qualified staff that were regularly supervised and appraised regarding their personal performance. Communication was effective, people’s mental capacity was appropriately assessed and their rights were protected. Employees of the service had knowledge and understanding of their roles and responsibilities in respect of the Mental Capacity Act (MCA) 2005 and they understood the importance of people being supported to make decisions for themselves. The registered manager explained how the service worked with other health and social care professionals and family members to ensure decisions were made in people’s best interests where they lacked capacity. People received adequate nutrition and hydration to maintain their health and wellbeing. The premises were suitable for providing care to older people and those living with dementia.

We found that people received compassionate care from kind staff and that staff knew about people’s needs and preferences. People were supplied with the information they needed at the right time, were involved in all aspects of their care and were always asked for their consent before staff undertook care and support tasks. People’s wellbeing, privacy, dignity and independence were monitored and respected.

People were supported according to person-centred care plans, which reflected their needs well. These were regularly reviewed. People had the opportunity to engage in pastimes and activities if they wished to in order maintain mobility and conversation skills. Activities stimulated the brain and kept people’s skills going. People had very good family connections and support networks. An effective complaint procedure was in place and people’s complaints