Monkscroft Care Centre

Monkscroft Care Centre 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. Monkscroft Care Centre accommodates up to 80 people in one adapted building. There were 75 people at Monkscroft Care Centre at the time of the inspection. Monkscroft Care Centre is set over two floors and divided into four units known as households in the home. Each household has a small kitchen and adjacent dining room and a variety of lounges and quiet areas to sit in. Each household had access to a secured outside space. The home had a shop, cinema and hairdressers. People could also use the hobbies, music and sensory room.

There was a registered manager in post at the service. 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 of the Health and Social Care Act 2008 and associated Regulations about how the service is run

The previous inspection was completed in December 2015 and the service was rated Good overall. At this inspection the service is now Outstanding.

Risk assessments were updated to ensure people were supported in a safe manner and risks were minimised. Where people had suffered an accident, action had been taken to ensure the on-going safety of the person. There were sufficient staffing levels to ensure safe care and treatment.

Staff had received training appropriate to their role. Staff had received training around safeguarding and were confident to raise any concerns relating to potential abuse or neglect. The administration and management of medicines was safe. There were sufficient numbers of staff working at Monkscroft Care Centre. There was a robust recruitment process to ensure suitable staff were recruited.

People were supported to access health professionals when required. They could choose what they liked to eat and drink and were supported on a regular basis to participate in meaningful activities. People were supported in an individualised way that encouraged them to be as independent as possible.

People and their relatives were all positive about the care and support they received. They told us staff were exceptionally caring and kind and they felt safe living in the home. We observed staff supporting people in a caring and patient way. Staff knew people they supported well and were able to describe what they like to do and how they liked to be supported. People were supported sensitively with an emphasis on promoting their rights to privacy, dignity, choice and independence. Relatives told us they felt the home went above and beyond to ensure people had the best quality of life. We received no negative feedback. Staff told us there was an open culture and they enjoyed working at the home.

The service was highly responsive to people's needs. Care plans were person centred to guide staff to provide consistent, high quality care and support. Specific focus was given to getting to know each person as an individual. There was an emphasis of what was important to them. People and their relatives were encouraged to give their views and raise any concerns through a range of feedback implemented by the provider. Daily records were detailed and provided evidence of person centred care.

The service was well led. Quality assurance checks were in place and identified actions to improve the service. Staff and relatives spoke positively about the management team. People's and their relatives views were sought through regular meetings and questionnaires. People were actively involved in striving to improve the service.

The five questions we ask about services and what we found