This inspection took place on 18 September 2018 and was unannounced.

Rockdale House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Rockdale House is registered to provide support with personal care and accommodation for up to 50 people. There were 46 older people using the service at the time of the inspection.

At our last inspection we rated the service as Good. At this inspection, we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

People living at Rockdale House were happy. One person told us, “They are kind and caring and they look after me well. They show they care by remembering how you like things and doing things for you gently and calmly.”

There continued to be enough staff who had the skills and knowledge they needed to support people living in the service. Staff were appropriately supervised. Safe recruitment practices were followed to help ensure potential staff were of good character. Staff received regular support which included individual supervisions and team meetings.

People continued to be protected from abuse. Risks were appropriately assessed and mitigated to ensure people were safe. Staff understood how to identify and report concerns. Medicines were managed safely and people received their medicines when they needed them.

People were treated with dignity and respect by staff who were compassionate and caring. People could make decisions about how their care was provided, and were involved in reviews of their care along with people who were important to them. Staff treated people's private information confidentially.

People were happy with their care and support. People received care that was personalised to their individual preferences. Staff knew people's needs and personal histories well. People knew how to complain and felt confident to do so if needed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People had choices of food at each meal time. People were supported and encouraged to have a varied and healthy diet which met their needs.

The provider and registered manager had good oversight of the service. Effective systems were in place to enable the provider to assess, monitor and improve the quality and safety of the service.

The service was clean and the environment was clean and welcoming.

The registered manager had informed CQC of significant events at that had happened at the service, so we could check that appropriate action had been taken.

Services are required to prominently display their CQC performance rating. The provider had displayed the rating in the entrance hall. The rating can be found on their website.

Further information is in the detailed findings below.

Rockdale House is situated near Sevenoaks town centre and is managed and run by the Rockdale Housing Association. It provides accommodation and personal care for up to 50 older people, in 48 permanent rooms and two short-stay rooms. There were 48 people living in the home during our inspection who needed some support with personal care and a few people who may have or develop dementia. All were able to express themselves verbally. The inspection was carried out on 12 and 13 January 2016 by two inspectors. It was an unannounced inspection.

There was a manager in post who was registered with the Care Quality Commission (CQC). 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.

Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to raise an alert if they had any concerns. Risk assessments were centred on the needs of the individual. Each risk assessment included clear measures to reduce identified risks and guidance for staff to follow or make sure people were protected from harm.

There was a system to record and monitor accidents and incidents to identify how the risks of recurrence could be reduced. There were sufficient staff on duty to meet people’s needs. Staffing levels were calculated and adjusted according to people’s changing needs. There were safe recruitment procedures in place which included the checking of references.

Medicines were stored, administered, recorded and disposed of safely and correctly. Staff were trained in the safe administration of medicines and kept relevant records that were accurate.

All fire protection equipment was serviced and maintained.

People’s bedrooms were personalised to reflect their individual tastes and personalities.

Staff knew each person well and understood how to meet their support needs. People told us, “All the staff here got to know me well and I know them too” and, “They [the staff] understand me.”

Staff received essential training and had the opportunity to receive further training specific to the needs of the people they supported. All members of care staff received regular one to one supervision sessions and an annual appraisal. This ensured they were supporting people to the expected standards.

The Care Quality Commission (CQC) is required by law to monitor the operation of Deprivation of Liberty Safeguards (DoLS) which applies to care homes. There was a system to submit appropriate applications to restrict people’s freedom considering least restrictive options as per the Mental Capacity Act 2005 requirements.

Staff sought and obtained people’s consent before they helped them.

The service provided meals that were in sufficient quantity and met people’s needs and choices. Staff knew about and provided for people’s dietary preferences and restrictions.

Staff communicated effectively with people, responded to their needs promptly, and treated them with kindness and respect.

People were satisfied about how their care and treatment was delivered. Relatives told us, “The staff are very attentive, they are always ready to help” and, “This place is definitely caring, I would recommend it without hesitation.”

People were involved in their day to day care. People’s care plans were reviewed with their participation and relatives were invited to contribute.

Clear information about the service, the facilities, and how to complain was provided to people and visitors.

People were able to spend private time in quiet areas when they chose to. People’s privacy was respected and people were assisted in a way that respected their dignity.

People were promptly referred to healthcare professionals when needed. Personal records included peop

The inspection was conducted by one inspector over a period of seven hours. There were 44 people living at the home. They had a range of needs including difficulties with mobility and communication. The report is based on our observations during the inspection, talking with five people who used the service, four relatives, and eight staff members who were working in the home, and reviewing records.

During this inspection we set out to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. If you wish to see the evidence supporting our summary please read the full report.

Is the service safe?

Staff told us that the culture of the home was ‘open’ and they were confident that any concerns would be addressed. People who lived at the home told us they felt safe and they would be listened to if they raised a concern. One person said “They do listen. I would be listened to if I had a problem”.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have been submitted, proper policies and procedures were in place. Relevant staff have been trained to understand when an application should be made and how to submit one.

Is the service caring?

People were supported by staff who were kind and attentive. We saw positive interactions between staff and the people they supported. One person said that staff were “Friendly and encouraging”. Relatives we spoke with were positive about the support their family members received at the home. A relative we spoke with said the service was “100% brilliant”.

Is the service effective?

People told us that they were happy with the care that had been delivered and their needs had been met. We saw that the care that was delivered reflected people’s assessed needs. Two people told us that the care was “Excellent” and one person described the home as a “Wonderful place”.

Is the service responsive?

We found that systems were in place to allow people to express their views and people told us that their views were listened to and acted on. People attended residents’ meetings and they were able to make requests and suggestions. Staff told us they were clear about their role and responsibilities.

Is the service well-led?

Staff we spoke with told us that the managers at the home were approachable and they were listened to when they had any suggestions. One staff member told us that the home was “Organised” and all of the staff we spoke with told us they felt well supported. Relatives we spoke with expressed confidence in the management of the home.

We found people did not experience care, treatment and support that met their needs and protected their rights.

We found the provider had an effective system in place to assess and monitor the quality of service that people receive.

We found that the provider did not have an effective complaints system available.

People we spoke to told us that they were happy living at the home. Comments included “I love it here, this is my home” and “The staff are wonderful and so kind to me” and “I really like the food”.

People we spoke to told us there were enough of activities on offer. Comments included “I can join in the activities if I want to”.

Staff we spoke to told us they liked working at the home. Comments included “This is the best home I have ever worked in” and “It’s like being part of a big family”.

As part of our inspection we spoke with people who used the service. We also spoke with the registered manager, the housing association director and some of the care staff.

On the day of our inspection there were 30 people living at Rockdale House. When they were asked about their level of satisfaction with the home comments included, "I like living here, the staff are good to me." And, "I feel safe here. I can talk to the staff or the manager at any time if I have any worries."

We found that Rockdale House was entering a period of transition. We were told that the existing care home premises were to be closed during 2013. We saw that a new 48 bedded care home was being built behind the existing premises and was nearing completion. The majority of people who used the service were looking forward to moving into the purpose built premises. We were told that the new home would offer greater space and more modern, en suite facilities.