This inspection took place on 18 and 25 January 2017. Longview is a residential care home for up to 70 older people some of whom may be living with dementia. When we inspected there were 68 people living in the service.

At our last inspection, the service was rated good and at this inspection we found the service remained good.

The service was safe. People received a safe service and were protected from the risk of harm. There were enough staff that had been safely recruited to help keep people safe and meet their needs. Medication management was good and people received their medication as prescribed.

The service was effective. People were cared for by experienced and well trained staff. The service ensured that people had the support they needed to have as much choice and control over their lives in the least restrictive way possible. People received sufficient food and drink to meet their needs and preferences and their healthcare needs were met.

The service was caring. Staff knew the people they cared for well and were kind, caring and compassionate in their approach. People were encouraged and supported to remain as independent as possible. Staff ensured that people were treated with dignity and respect and their privacy was maintained at all times.

The service was responsive. People were fully involved in the assessment and care planning process. Their care plans had been regularly reviewed to reflect their changing needs. People were encouraged and supported to participate in a range of activities to suit their individual interests. Complaints were dealt with appropriately in a timely way.

The service was well-led. People were positive about the quality of the service. The registered manager and staff were committed to providing people with good quality person centred care that met their needs and preferences. There were good systems in place to monitor the quality of the service and to drive improvements. The service met all relevant fundamental standards.

Further information is in the detailed findings below.

The inspection took place on 17 February 2015. Longview is one of a number of services owned and run by Runwood Homes Limited. Longview provides support and personal care for up to 70 older people. People living at the service may have care needs associated with dementia. At the time of our inspection 70 people were living at the service.

The service had an established 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.

People felt safe. The provider had taken steps to identify the possibility of abuse happening through ensuring staff had a good understanding of the issues and had access to information and training.

The service ensured that people were cared for as safely as possible through assessing risk and having plans in place for managing people’s care.

People were treated with kindness and respect by a sufficient number of staff who were available to them when they needed support. People and their friends and families were very happy with the care that was provided at the service.

Staff demonstrated knowledge and skills in carrying out their role. Staff were properly recruited before they started work at the service to ensure their suitability for the role. They received initial and ongoing training and support to help ensure that they had the right skills to support people effectively.

People were supported with their medication in a way that met their needs. There were safe systems in place for receiving, administering and disposing of medicines.

Staff interacted with people in a caring, respectful and professional manner. Where people were not always able to express their needs verbally we saw that staff responded to their non-verbal requests and had an understanding of their individual care and support needs.

The manager has a good knowledge of the Mental Capacity Act (MCA) 2005 Deprivation of Liberty Safeguards (DoLS.) DoLS are a code of practice to supplement the main Mental Capacity Act 2005. These safeguards protect the rights of adults by ensuring that if there are restrictions on their freedom and liberty these are assessed by appropriately trained professionals.

People were supported to be able to eat and drink sufficient amounts to meet their needs. People told us they liked the food and were provided with a variety of meals.

People’s care needs were assessed and planned for. Care plans and risk assessments were in place so that staff would have information and understand how to care for people safely and in ways that they preferred. People’s healthcare needs were monitored, and assistance was sought from other professionals so that they were supported to maintain their health and wellbeing.

People had opportunities to participate in activities to suit their individual needs and interests. Care tasks were carried out in ways that respected people’s privacy and dignity.

Systems were in place to assess and monitor the quality of the service. People’s views were sought and audits were carried out to identify any improvements needed.

Prior to our inspection concerns had been raised by an anonymous source regarding the care and welfare of the people living at Longview. Issues included people being assisted to bed by 19:00, people not being assisted to the toilet when needed and sitting in faeces and urine. They also included people not being bathed for showered for up to three weeks, people not receiving the correct pressure care, urine and faeces in the corridors and a poor level of care being provided.

Two relatives spoken with were generally happy with the care and support provided by the service. They felt that when they had raised issues that staff and management had been responsive and acted to address their issues.

You can see our judgements on the front page of this report.

People we spoke with were happy with the care they received at Longview. Those spoken with stated they had been involved in organising their care and received the care they needed. Relatives spoken with added that they had been provided with sufficient information about the home and that an assessment had been completed to ensure the home could meet their relatives care needs.

Those people who were unable to communicate were observed during the day and their body language and facial expressions were noted and people appeared relaxed with staff. Staff were observed speaking with people with dignity and respect and involving them in their care. Staff were observed interacting with people and there was a homely atmosphere. Feedback from people spoken with included “I could not ask for more,” “Excellent care” and “They are marvellous.”

An Expert by Experience assisted on the day of the visit and their finding included “I thoroughly enjoyed my day at Longview, and was grateful for the warm welcome I received from the management and all members of staff. I was happy to see the care provided, and the warm social atmosphere in which residents were able to live. Throughout my time at Longview, I was impressed by the care delivered by all members of staff. Carers were patient, supportive and attentive to the needs of those living in the home. People generally looked clean, well dressed, and well cared for.

People we spoke with were happy with the care they received at Longview. Each person had an individual personalised care plan, which identified their care needs and choices. People spoken with stated that the carers provided any care they needed. Staff were observed speaking with people with dignity and respect and involving them in their care. People appeared relaxed with staff and were viewed helping them to make choices on how they wanted their care provided. Staff spoken with confirmed they had enough staff to cover the care required and during our visit at no time were people seen waiting for their care.

People told us they were happy with the care they received from the staff and knew how to raise any concerns they may have. Comments we received included “We are well catered for,” “X has settled in well,” “I have not complaints” and “I am happy.”

People who use the service told us that they had been involved in their plan of care and that they felt well treated and respected by the staff at Longview. They were happy with the care they received and most felt they received the care they needed. Comments included “I've been treated with respect and dignity” and ”Very professional - looking after medical needs.”

People said they liked the food and they were offered a choice of meals. Comments included “The food is really good”, “Tasty” and “Really nice.” Whilst observing at lunchtime the meal looked hot and nice and people were offered a good size portion of food. People told us they enjoyed joining in the activities arranged by the Activity Co-ordinator.

People with whom we spoke stated that the home was clean and tidy and they had no concerns. They felt the home was well decorated and comments included “I am impressed by the facilities and you are made to feel very welcome” and “We are always made to feel welcome.” The furnishing and furniture was of a good quality and people had been able to personalise their bedrooms with pictures and personal belongings.