Archived: Eastbury Manor Care Home

Updated 19 October 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

Our inspection was completed by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Eastbury Manor 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.

The service had a manager registered with the Care Quality Commission. The registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. The service had recently recruited a new manager who was present at the inspection with the registered manager. They had submitted their application to register.

Notice of inspection

This inspection was unannounced. We inspected the service on the 19 September 2019.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The registered manager completed a Provider Information Return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection-

We spoke with five people who used the service, one relative and one visiting healthcare professional about the experience of the care provided. We spoke with the registered manager, the new manager and members of the senior management team. We also spoke with eight members of staff including nurses and care workers. We observed care to help us understand the experience of people who could not talk with us. We also observed a ‘relatives and residents’ meeting.

We reviewed a range of records. This included six people’s care records and multiple medication records. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 19 October 2019

About the service

Eastbury Manor is registered to provide accommodation and personal care for up to 24 people who may have a nursing need, a disability or may be living with dementia. There were 19 people living at the service at the time of our inspection.

People’s experience of using this service and what we found

There were not always sufficient staff to support people when they needed care. The management of risks was not always robust. People in their rooms sometimes felt socially isolated as staff did not have time to spend with them. There were not always meaningful activities for people. People fed back that they wanted to go out on trips more frequently, but this did not happen due to the lack of transport available. Care plans did not always have accurate information about people’s care.

People, relatives and staff felt that there could be improvements around the communication at the service. We have made recommendations in these two areas.

Staff received training and supervisions and staff said they were able to speak with their line manager when they wanted to. Staff were adhering to good infection control practice and equipment that was needed in an emergency was in place. People were supported with their health care and staff followed guidance provided by healthcare professionals.

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 policies and systems in the service supported this practice.

People and relatives told us that staff were kind, caring and respectful. We saw examples of this during the inspection. People were supported and encouraged to remain as independent as possible and were involved in decisions around their care. Relatives and visitors were welcomed as often as they wanted.

People and relatives knew how to complain and were confident that complaints would be listened to and addressed. There were quality assurance processes in place that were effective. Where shortfalls had been identified this had not been addressed.

Previous Inspection

The last rating for this service was Good (Report published 19 April 2017.)

Why we inspected

This was a planned inspection based on the previous rating. We have found evidence that the provider needs to make improvement. Please see the Safe, Responsive and Well Led sections of this full report.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk