The inspection took place on 5 December 2017 and was unannounced.

The Elders Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. At the time of our inspection there were 18 people at the home, some of who have dementia and physical disabilities.

There was a registered manager in post and present on the day of the inspection. 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 their relatives told us they felt the home was safe. They told us they had no concerns about being safe. Staff had received training about safeguarding and were aware of the processes to be followed when reporting suspected or actual abuse. Medicines were managed in a safe way and recording of medicines was completed to show people had received the medicines they required. Risks to people had been identified and documentation had been written to help people maintain their independence whilst any known hazards were minimised to prevent harm.

The environment was clean, tidy and free from malodours. Infection control processes were followed by staff to minimise the risk of cross infection. Laundry facilities at the home had been improved through the employment of appropriate staff.

There were sufficient numbers of staff on duty at all times to ensure that people’s assessed needs could be met. The provider had carried out appropriate recruitment checks so as to ensure that only suitable staff worked with people at the home. Staff had a good understanding about people’s life histories, their preferences and how to attend to the needs of people.

Accidents and incidents were recorded and monitored to by staff to help minimise the risk of repeated accidents.

Where there were restrictions in place, staff had followed the legal requirements to make sure that this was done in the person’s best interest. Staff understood the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS) to ensure that decisions were made in the least restrictive way.

People’s visitors were welcomed at the home and there were no restrictions on the times of visits. People’s privacy, dignity and independence were promoted by staff who showed kindness and understanding of people’s needs. A variety of activities were available for people to take part both internally and externally on trips and excursions to places that interested them. Documentation that enabled staff to support people and to record the care they had received was up to date and reviewed on a regular basis. People had signed their care records that signified their involvement in their care, treatment and support. People’s likes, dislikes and preferences were recorded and known by staff. Staff were knowledgeable about people’s needs and had received training that helped to attend to the assessed needs of people.

Complaints were taken seriously by the provider and staff and addressed within the stated timescales to the satisfaction of complainants. A complaints procedure was available to people, relatives and visitors.

The provider and staff undertook quality assurance audits to monitor the standard of service provided to people. An action plan had been produced and followed for any issues identified. People, their relatives and other associated professionals had been asked for their views about the service through surveys and resident and relatives meetings.

The interruption to people’s care in the case of an emergency would be minimised. The provider had a Business Continuity Plan that provided details o