Denehurst

The inspection was unannounced and was carried out on 4 and 8 May by one inspector.

Denehurst 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.

There was a registered manager in place. 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.

The care service is delivered in line with the values that underpin the 'Registering the Right Support' and other best practice guidance. These values include choice, promotion of independence and inclusion which ensure people using the service can live as ordinary life as any citizen.

There were sufficient staff deployed to meet people's needs and keep them safe, both at home and when accessing their local community. Recruitment procedures were safe and ensured only suitable staff were employed to work at the home.

Staff received training, supervision and appraisal to support them in their roles and to provide them with the required skills, knowledge and competencies.

People were protected from abuse. Staff understood how to identify abuse and who to report to if they suspected abuse was taking place.

People's medicines were managed safely. People received their medicines as prescribed by staff who had been trained to administer medicines safely.

Risks associated with people's health, safety and welfare had been identified and assessed, and guidance was in place to help staff to reduce those risks. Emergency and evacuation procedures were in place and staff understood what to do in the event of an emergency.

People's rights were protected because staff understood the principles of the Mental Capacity Act 2005 and worked within them. Deprivation of liberty safeguards had been submitted to the local authority for

authorisation when required.

People had access to health care services when required and were supported by staff to maintain their health and wellbeing. People were offered a choice of food and drink that met their preferences and dietary needs.

Staff were kind and caring and treated people with dignity and respect. People were encouraged to maintain important relationships with family and friends.

Staff empowered people to make choices, take control of their lives and maintain their independence. People had access to advocacy services if they wanted this. People took part in a wide range of activities in line with their interests and life goals.

People and their relatives were involved in developing detailed support plans which provided guidance for staff in how the person would like their support to be received.

The provider met the Accessible Information Standards. Staff used a range of communication techniques and provided information to people in a way they could understand, such as signs, pictures and symbols which helped them to make informed choices.

Systems were in place to monitor and assess the quality and safety of the service. People and relatives were offered opportunities to feedback their views about the care provided and this was used to improve the service.

Complaints procedures were available and displayed throughout the home in picture format. People knew who to speak to if they wanted to complain.

There was a positive, supportive and open culture within the home. Staff felt supported by the registered manager who was approachable and involved them in the development of the service. The registered manager understood their responsibilities under the Health and Social Care Act 2008, including submitting notifications of events as required to the commission.

We last inspected the service in May 2016 when we found no concerns and rated the service as good.

The five questions we ask about services and what we found