The service provides accommodation and personal care for up to 22 older people, including those who are living with dementia or other conditions affecting mental health; physical disabilities and sensory impairment.

The inspection was unannounced and was carried out on 20 September 2016 by one inspector.

There was a registered manager in place at the home. A registered manager is a person who has registered with the Care Quality Commission to manage the home. 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 home is run.

People told us they felt the home was safe. Staff and the registered manager had received safeguarding training and were able to demonstrate an understanding of the provider’s safeguarding policy and explain the action they would take if they identified any concerns.

The risks relating to people’s health and welfare were assessed and these were recorded along with actions identified to reduce those risks in the least restrictive way. They were personalised and provided sufficient information to allow staff to protect people whilst promoting their independence.

People were supported by staff who had received an induction into the home and appropriate training, professional development and supervision to enable them to meet people’s individual needs. There were enough staff to respond to and meet people’s needs.

There were suitable systems in place to ensure the safe storage and administration of medicines. Medicines were administered by staff who had received appropriate training and assessments. Healthcare professionals, such as chiropodists, opticians, GPs and dentists were involved in people’s care when necessary.

Staff followed legislation designed to protect people’s rights and ensure decisions were the least restrictive and made in their best interests.

Staff developed caring and positive relationships with people, were sensitive to their individual choices and treated them with dignity and respect. People were encouraged to maintain relationships that were important to them.

People were supported to have enough to eat and drink. Mealtimes were a social event and staff supported people in a patient and friendly manner.

The service was responsive to people’s needs and staff listened to what people said. Staff were prompt to raise issues about people’s health and people were referred to health professionals when needed. People were confident they could raise concerns or complaints and that these would be dealt with.

People and, when appropriate, their families or other representatives were involved in discussions about their care planning. People were encouraged to provide feedback on the service provided both informally and through a satisfaction questionnaire.

The service was well led. Staff felt supported by the management to raise any issues or concerns. The quality of the care and treatment people experienced was monitored and action taken to promote people's safety and welfare. Accidents and incidents were monitored, analysed and remedial actions identified to reduce the risk of reoccurrence.

During this inspection we spoke with ten of the people who use the service, a visitor, three members of staff, the registered manager and one of the owners. We inspected against the regulated activity of accommodation for persons who require nursing or personal care. The provider is also registered to provide the regulated activity of treatment of disease, disorder or injury, however this was not being provided by the service.

People’s needs were assessed and care and support was planned and delivered in line with their individual care plan. Any concerns were followed up and appropriate action was taken. We observed that staff interacted well with people using the service, promoting a warm and inclusive atmosphere in the home. One person told us “This is my home and it is very nice. I am well looked after and treated well”. Another person said “They treat me well and I am happy here”.

People were supported to be able to eat and drink sufficient amounts to meet their needs. All of the people we spoke with told us that the food was good. One person commented “We have a choice of food, it is all home cooked. I like it”. There was a system in place to monitor and respond to any concerns or complaints about the service. Most of the people we spoke with said they would talk to a member of staff if they had a complaint. There were effective recruitment and selection processes, which meant that people were supported by suitably qualified, skilled and experienced staff.

We spoke to three people who use the service. People told us that staff treated them well and provided the care that they needed. They told us that staff responded promptly when they requested assistance. They confirmed that there was always plenty to eat and drink and that the home was kept warm during the winter months. People told us that they had no complaints about the service. They said they could raise any concerns and were confident they would be responded to appropriately.

Some of the people using the service were not able to verbally communicate with us. We therefore spent time observing the care provided and people's interactions with staff. We saw that people were being spoken with and supported in a sensitive, respectful and professional manner.

We did not have the opportunity to speak with people who were visiting their relatives in the home on the day of our inspection, or with any visiting professionals. However, we saw evidence that family members are regularly invited to relatives meetings at the home, and that both relatives and professional feedback on services is regularly sought by the home.

People we spoke with who use the service told us that staff treated them well and provided the care that they needed. They told us that staff responded promptly when they requested assistance. They confirmed that there was always plenty to eat and drink and that the home was kept warm during the winter months. People told us that they had no complaints about the service. They said they could raise any concerns and were confident they would be responded to appropriately.

Some of the people using the service were not able to verbally communicate with us. We therefore spent time observing the care provided and people’s interactions with staff. We saw that people were being spoken with and supported in a sensitive, respectful and professional manner.

We also spoke with people who were visiting their relatives in the home, who confirmed that staff treated people with respect. They said staff provided the care and support that their relative needed and were able to meet their needs. They told us that visitors were always made to feel welcome. The visitors told us that they were invited to meetings with the providers and were kept informed of developments affecting the service and their relatives.