This inspection took place on 30 November, 7 and 12 December 2017 and was unannounced. Parkview House 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 regulates both the premises and the care provided, and both were looked at during the inspection.

Parkview House accommodates up to 53 people in one adapted building across four separate units. One unit specialises in providing care to people living with dementia. At the time of this inspection there were 38 people using the service because one of the units was in the process of being refurbished. This was the first inspection since a change in provider registration on 25 November 2016.

The service had a manager who was in the process of becoming registered with the Care Quality Commission. 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 and relatives felt the service was safe. Staff were knowledgeable about reporting concerns under safeguarding or whistleblowing procedures. People had risk assessments and risk management plans to ensure they received safe care. Building and equipment safety checks were carried out to keep people safe. The provider had medicine management processes in place and was taking advice from an outside agency to improve these processes. The provider ensured infection control measures were implemented to protect people from the spread of infection.

The provider carried out a care needs assessment before a person was admitted to the service to inform the care planning process, The service employed enough suitably qualified staff through safe recruitment procedures to meet people’s needs. Staff received support through training opportunities and supervisions. People had choices of food and received a nutritionally balanced diet according to their needs. The service had effective systems for joint working with healthcare professionals to ensure people’s health needs were met. The provider was aware of their responsibilities under the Mental Capacity Act (2005) and staff were knowledgeable about how to obtain consent.

People and relatives thought staff were caring. Staff were knowledgeable about people’s care needs and communication needs. The provider involved people and relatives in decision making about their care and kept them informed about important events. The manager and staff were aware of how to support people with their relationship needs. People’s privacy, dignity and independence were supported and promoted.

Staff were knowledgeable about providing a personalised care service. Care records contained people’s care preferences. People had access to a variety of activities in accordance with their preferences. The provider had a complaints procedure and dealt with complaints appropriately. Complaints and compliments were used to improve the quality of the service provided.

Staff and relatives spoke positively about the management of the service. The provider encouraged staff to provide high standards of care. People and their relatives were asked to complete a feedback survey so the provider could improve the quality of the service provided. People and relatives also had regular meetings to give feedback to the provider on their satisfaction with the service. Staff had regular meetings to keep them informed about the service development. The provider had various systems of auditing the quality of care provided.

We have made two recommendations around medicines and mealtimes. Further information around this can be found in the detailed findings below.