A care centre described as “home from home” and “like family” is celebrating after watchdogs bumped up its rating.

The Roseville Care Centre has been rated “good” in its latest inspection by the Care Quality Commission (CQC). Inspectors heard the care home’s residents praise its staff as “absolutely brilliant” and a relative speak of the “lovely atmosphere”.

Inspectors from the health and social care regulator reported that they were told: “It’s caring. I know everybody, I never hear any bad words, it’s like family. I am more than happy with it.”

In its last inspection in 2019 the commission said the home “required improvement”. Now the CQC has found a strengthened centre with better leadership and a manager described as “on the ball”.

The residential home on Blair Avenue, Ingleby Barwick cares for 103 people with residential, dementia, physical health and nursing needs. It was rated good in all areas after an unannounced inspection by a team which said people were protected from harm and abuse, treated with dignity and respect and helped to keep their independence.

The team of four, including a medicines inspector, specialist advisor nurse and an expert experienced with the same type of care, concluded the service was safe, effective, caring, responsive and well-led. They said staff were knowledgeable and well trained, with close, friendly and professional relationships with residents.

The CQC says in its report: “People received kind and caring support from staff who knew them well. People were supported to make their voices heard.

“We saw lots of examples of kind and caring support during our inspection. These included staff having meaningful conversations that people enjoyed and reassuring them when they became anxious.

“Staff were committed to helping people lead the lives they wanted, including helping maintain relationships of importance to them.

“Lessons were learnt when things went wrong. Accidents and incidents were monitored to see if action could be taken to improve people’s safety.

“People’s needs and choices were assessed and monitored. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests.

“The service was adapted for people’s comfort and convenience. People received personalised care based on their decisions and needs.

“A range of activities was made available to people, which they enjoyed. People, relatives and staff spoke positively about the leadership of the service.”

Inspectors said the home had effective communication, infection prevention and control, plans to support people in emergencies and good systems to investigate complaints, improve standards and act on feedback.

They spoke to eight people, 10 relatives and 10 members of staff and found residents felt safe and well cared for. One said: “I feel very safe, I have first class carers.” A resident described it as “home from home”.

One relative said: “I can go home knowing she isn’t going to come to any harm.” Inspectors were also told: “I am very pleased with the level of care she has.”

The inspectors said staff valued and respected people as individuals. A relative said: “All the staff deserve a lot a credit at Roseville, it couldn’t be better. It’s a good place, with staff that care.”

Managers said they were delighted with the rating. Home manager Michelle Jones said: “The team have worked extremely hard to drive forward and improve standards within the home to achieve more amazing outcomes for our residents. It makes us so proud as a team to hear the positive feedback from those we care for and their families.”

Operation manager Kevin Robinson-Husband from Prestige Care Group, which runs the home, said: “The feedback is glowing from all involved within the inspection and it clearly shows the improvements made, the care and compassion from the team towards our residents.”

Owner Raj Singh said: “As I know the hard work which has gone into making the required improvements within the services, we were expecting these results, but seeing the results and the great reading from the CQC report makes it all very real.”