We carried out an unannounced inspection of this home on 20 December 2016. The Poplars is a residential home providing personal care for up to 33 older people, who may be living with dementia. There were 30 people living at the home when we inspected. We last inspected the service on 21 May 2014 and found it was compliant with the standards we inspected.

At the time of the inspection there were two registered managers in post. The provider had two registered managers in post as they were job sharing. 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 told us they felt safe living at the home. People were supported by adequate numbers of staff who had been recruited safely. People were supported by staff who knew their risks and how to work in ways to reduce risks. People were supported by staff who knew how to recognise and report concerns about potential abuse. People received their medicines as prescribed from staff who had received appropriate training.

People were supported by staff who were appropriately trained and supported to perform their role. People were asked for their consent before care and support activities were carried out, and the principles of the Mental Capacity Act 2005 were being followed. People were offered choices of food and drink and were supported to maintain their health.

People were supported by staff who treated them with kindness and respect. People were supported to make decisions about their care and support. People’s privacy, dignity and independence was promoted and maintained.

People were supported by staff who understood their care and support needs and preferences. People’s care records were regularly reviewed to reflect changing needs and people and their relatives were involved in review of their care. People had opportunities to engage in activities and were supported to follow personal interests and hobbies. People knew how to raise a concern or complaint and the provider had a complaints process.

Systems to monitor the quality and consistency of the service were not always effective at identifying concerns or improvements required to the recording practices. People and their relatives were complimentary about the home and how it was managed. People, relatives and staff were given opportunities to provide feedback and the information was being used to improve the service.

This unannounced inspection was conducted by one inspector. The providers and care managers were present throughout the inspection and assisted us with providing the information we requested.

Below is a summary of what we found during our inspection. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, and the staff supporting them and from looking at records.

We also wanted to know if the provider had made any improvements to records since our last inspection.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People who used the service felt safe. A person told us: "Yes I do feel safe here. I feel safe and well cared for". Another person said: "I can walk away from here knowing that x is safe. That is of great comfort to me". People who used the service had individual risk assessments in place to help keep them safe. Staff were trained in how to keep people safe and were aware of their responsibilities in raising concerns about poor practice and/or abuse.

Is the service caring?

People we spoke with felt well cared for and we observed staff to be caring and attentive to the needs of people. One person said: "Care is very high on the agenda here". Another person said: "X would not be here now if it wasn't for the excellent care they have received here".

Is the service responsive?

We saw staff responded to the diverse needs of people. Three people explained to us how the staff had responded to the specific needs of their relatives. They were all pleased with the improvements their relatives had made as a result of this.

Is the service effective?

Care plans were regularly reviewed for their effectiveness. Visiting health care professionals worked alongside staff in the home to ensure that people received the right care and support.

Is the service well led?

The providers and care managers worked with each other to provide good management of the service. This helped to ensure that people received good quality care and support.

During our inspection we spoke with ten people who used the service and two visiting relatives. People told us that they received care and support in a way which promoted their dignity, independence and well-being. They told us that staff were attentive and caring. People told us they felt happy, safe and well cared for. Visitors were happy with the care given to their relatives and did not express any concerns. They felt that the staff and providers were open and inclusive and kept them informed of any changes. One person said, "They are very good. They soon let you know of any changes." Another person said, "I am very satisfied with the care and support my relative receives here."

The environment was homely and welcoming with wonderful views. However we saw that the gardens were not secure. The provider may wish to note that this may provide a risk for people who had dementia.

People who used the service were cared for by a skilled and competent staff team who were trained to meet their needs. Staff felt supported by the owner who often provided training for them.

The provider was in the process of changing from paper records to a computerised system. As a result of this some of the records we looked at were inconsistent and some information was missing. Also some of the records relating to the administration of medication were incomplete. The provider will need to review the way that records are maintained in order to improve the effectiveness of these.

During this inspection we were able to to talk to six people who were living at the service, three members of staff and six relatives/visitors.

We observed most people using the lounge areas and spoke to three people in their own bedrooms.

We looked at six people's care records and found that five were well documented and had regular reviews in place. At the time of the visit the manager and senior care told us that one person's well being had deteriorated. The care plan for this person did not reflect the changing needs of the person. The senior carer told us that they would look at this as a matter of urgency.

The people we spoke with told us that the care they received was good and they had no complaints One person said 'the staff are so lovely and kind they look after us well, I ask for an early breakfast and I get it''.

We saw that staff were present in all areas of the home and people who chose to stay in their rooms told us they saw the staff regularly and would come if they needed them.

We spoke with six visitors who all expressed their satisfaction with the care. One visitor said ' we notice a marked improvement in x ' since she has been here.

Staff spoken with were able to explain their understanding about safeguarding vulnerable adults. They told us that if they had a concern they would tell the senior or the manager. People told us they would speak with the senior or their relative if they had any concerns about the care they received.

We spoke with five people who use the service. They were all complimentary about the care and facilities provided.

They said they were well cared for and happy living in the home. One person said ‘I have been here a long time, I wouldn’t go anywhere else’. They said that staff were good and attentive and met their needs.

Several of the people were waiting to see a film when we spoke to them. They said they enjoyed watching the films in particular the ‘old ones’.

One person told us about a recent celebration she had at the home. She said ‘it was marvelous; I wish I could do it all over again’

People also said that their rooms were kept clean and tidy. They told us their clothes were well laundered and that they had no complaints.

We saw that staff had good relationships with the people in the home. They appeared to know them well; there was a calm and relaxed atmosphere within the home.

We spoke with 5 people that live in the home. They told us they were happy with the care provided there. They knew the staff well and said they were friendly and approachable. One person commented that the home never smells of urine and that it is kept clean. She went on to say she gets up early in a morning by choice and can retire when she wants to. Another person told us that she gets up and goes to bed when it suits her.

One person told us that they couldn’t find their room when they first moved into the home but have since become familiar with their surroundings.

All of the people we spoke with complimented the food. They are provided with a choice of meals and are consulted on the menu the night before. They said they are provided with an alternative if they do not like what is on the menu.

People living in the home said that there is not always a lot of activity going on. One person said there does not appear to be any outings or trips arranged.