This unannounced comprehensive inspection took place on 22 February 2017. We returned on 27 February 2017 to complete the inspection. The service was last inspected in October 2014, was rated as good and was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and associated Regulation.

Ridge House is registered to provide personal care and accommodation for up to 15 older people. The home does not provide nursing care. At the time of our inspection there were 14 people living at Ridge House.

When we visited there was 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.

The registered manager and staff team were inspired to provide exceptional care to people. The atmosphere in the home was warm and very friendly. People had developed strong relationships with staff. This was evident throughout our inspection with the general conversations and banter which were observed. People commented: “I feel part of the family” and “Its outstanding here. The kindness, the atmosphere.”

People and their relatives told us the most wonderful comments about the staff and the home. Comments included: “Fantastic here, excellent”; “They (staff) are charming, kind”; “We are very lucky” and “You couldn’t better it. This is better than the Ritz.”

People received extremely personalised care and support specific to their needs and preferences. There was an excellent understanding of seeing each person as an individual, with their own social and cultural diversity, values and beliefs. A staff member commented: “We get to know the person first and then plan their support needs with them.”

All staff took pride in their work and our conversations with them showed they worked as a team to create a better quality of life for people.

The registered manager provided strong leadership and was a good role model for all staff. They had established a service where staff were clear about the values and ethos of the home. The service had a positive culture that was person-centred, open, inclusive and empowering.

People felt safe and staff were able to demonstrate a good understanding of what constituted abuse and how to report if concerns were raised. Measures to manage risk were as least restrictive as possible to protect people’s freedom. People’s rights were protected because the service followed the appropriate legal processes. Medicines were safely managed on people’s behalf.

People’s views and suggestions were taken into account to improve the service. They were supported to maintain a balanced diet. Health and social care professionals were involved in people’s care to ensure they received the right care and treatment.

There were effective recruitment and selection processes in place. Staffing arrangements were flexible in order to meet people’s individual needs. Staff received training and regular support to keep their skills up to date in order to support people appropriately.

The providers took an active role running the home, for example by carrying out maintenance, or helping to cover for staff during sickness and holidays, and were present in the home on a daily basis. The registered manager and providers told us that working alongside staff on a regular basis enabled them to fully understand every person’s care needs.

People and their relatives spoke fondly of the registered manager, providers and their staff team. They felt the service was an inspiration due to how it was run. One person commented: “I feel the management and staff are exceptional.” There was a sense of collaboration between the registered manager, staff, relatives, visitors and peo

This unannounced inspection took place on 29 October 2014. Ridge House is registered to provide accommodation with personal care for 15 older people. The home does not provide nursing care. On the day of our inspection visit there were 15 people living at Ridge House. The home is family run. The providers live nearby and are involved in the day to day running of the home.

There was 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 and associated Regulations about how the service is run.

Throughout or visit we saw examples of how the providers, registered manager and staff made every effort to make each person feel ‘special’. They took great care to find out the things that mattered to each person, and the things they enjoyed, and made sure this happened. People told us they were very happy living there. Comments included “Wouldn’t get better!” and “They are kind”. A relative told us, “To us everything is perfect, the food, the cleanliness. The staff are spot-on – always friendly. The management are always available if we want them. It’s lovely. We are so happy we found this place.” The atmosphere was happy and lively with a range of individual and group activities offered to suit all interests.

People lived in a safe environment. The building and equipment were well maintained. Medicines were stored and administered safely. Staff understood how to recognise signs of harm or abuse and how it should be reported. The care plans provided clear and detailed information on how to keep people safe, for example, moving and handling practice and recognising signs of illness. People told us they felt safe. Comments included, “I feel safe for one thing; it has a very pleasant and homely atmosphere. My room is kept clean and I have a lovely view. I can’t complain, I’m glad I’m here.”

People were fully involved in decisions about their care and the staff understood legal requirements to make sure people’s rights were protected. Care plans were drawn up and regularly reviewed through discussion and agreement with the person. Relatives told us they felt welcomed, involved and regularly informed.

Menus were balanced and varied. People told us they enjoyed the meals. They were offered choices to suit their individual preferences and nutritional needs.

Staff were appropriately trained and skilled. Regular training was provided covering health and safety topics and also topics relevant to people’s health and personal care needs. People told us there were always enough staff on duty and assistance was provided promptly whenever they asked. People were treated with care and respect.

Staff told us the home was well managed and there were good communication systems in place. These included handover sessions between each shift, regular supervision and appraisals, staff meetings, and plenty of opportunity to request advice, support, or express views or concerns. Their comments included “Excellent – I love it here! I would not want to work anywhere else” and “I think it is definitely a ‘home from home’ I love working here. There is nothing to dislike”.

There were effective systems in place to monitor the quality of care and they were constantly seeking ways of improving the service. For example, in recent months many of the external patio doors and windows had been replaced. There was a range of methods in place to seek people’s views including questionnaires, a comments book, and monthly reviews. People told us they knew how to make a complaint and were confident they could raise any concerns and these would be listened to and acted upon. The home received no complaints in the last year.

We found that the home was well run and managed by the Bradford family, who provided continuity and consistency to people living at the home. The home was homely, relaxed and cosy. Communal areas were informally furnished. Framed paintings done by people at the home decorated the walls and window sills in one of the lounges. Visitors are welcomed at all times, and were invited to participate in meetings and other activities in the home.

We spoke to eight people living at the home, two visiting relatives and a district nurse who confirmed that people were always involved in decisions about the care, treatment and support they needed. Relationships between staff and people were respectful, warm and friendly. We observed lots of gentle banter and humour between people throughout the day. People were encouraged to be involved in the running of the home and everyone who was able, fully participated in the life of the home. For example, people who liked to maintain their domestic skills were encouraged to do so.

People told us that they were happy at the home and that 'staff did everything they needed'. They said 'nothing was too much trouble' and if they ever wanted anything, they would ask and it would be provided. People said 'that if I cant be in my own home, then this is best home from home to be in', 'nothing I ask for is ever too much trouble'.

Care is centred on the person and carefully planned and delivered. Care plans were well organised and were up to date. Plans contained relevant information which ensured that potential risks were identified and managed. Assessments for people's care reflected individual needs, preferences and diversity.

A healthy nutritious balanced diet was provided which met people's individual preferences and needs. Everyone said the food 'was excellent' and we saw that drinks and snacks were always available.

Sufficient staff were on duty to meet the care and support needs of people. The home benefits from additional support from the owners who also assisted with emergencies. Staff said they were allowed time to spend with people chatting and engaging in conversation. People told us that staff were always available to help them. Staff receive a varied programme of regular training which updated their knowledge to ensure that people's needs were appropriately met.

Accurate up to date records were held at the home which are stored safely and securely. People were assured that personal records remained confidential. Verbal communications about care and treatment were documented promptly in personal records. Anyone living at or visiting the home were encouraged to make write whatever they wanted about life at the home, in the comments book, which was seen in the entrance hall.

People’s views and experiences were taken into account in the way the service was provided and delivered. People were consulted about all aspects of their care. They were offered choices and treated with respect and dignity. Comments included “Absolutely perfect!”

People experienced care, treatment and support that met their needs and protected their rights. Care needs were well documented and showed that the home had assessed all potential risks and taken action to prevent occurrence. Care needs were regularly reviewed. A person said “They look after me very well. I am properly spoilt!”

People who use the service were protected from the risk of abuse because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Staff received training and information to help them recognise potential abuse and take appropriate action. People told us they felt completely safe.

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. The staff were well supervised, trained and supported. One person said “They are all so helpful – very pleasant and kind”

The provider had an effective system to regularly assess and monitor the quality of service that people received. People told us they were able to “air their views” and make suggestions and they could speak with the providers at any time “They are easy to talk to. It is a nice homely atmosphere!"