Eastham

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Staff knew people very well and overall people received personalised care and support. However, whilst care plans were personalised, we found some care plans sometimes had the wrong person’s name recorded. The manager told us care plan information would be reviewed immediately.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The interactions we observed between people and staff were very positive. The staff knew people’s preferences and choices. During the afternoon people were involved in musical bingo and sang along with staff while the music played. People were relaxed and comfortable in the company of staff.

Overall comments were very positive about the staff supporting them. A person told us, “I do like it here, the staff are lovely.” When we spoke with another person, they told us they were not happy with the times staff supported them to get up in the morning and go to bed at night. The manager met with the person following our assessment to ensure their preferences in this area were met. A relative said, “Staff are caring, when [family member] first come it took time for them to get to know [family member] but I spoke with staff to explain all about [family member] so they could understand them. My family member smiles when staff enter the room, so I know they like them. It has massively improved.” Another relative said, “I think they do know my [family member] and I am very comfortable with the way staff work and they are always very open.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives were happy with the communication they received from the service. A relative told us, “I will ask about things at the time of my visit, and they give me a lot of time. I will also send emails to managers if I have any concerns. I had a couple of issues, and they did listen to what I had to say, and this has improved.” Another relative said, “They do keep us up to date with everything.”

Regular meetings were held with residents and in the most recent meeting residents were involved in changes to the menu. The manager had put a list of dates together for all meetings, with a relative meeting booked for the end of the month. It had been a while since the last relative meeting so the manager had ensured regular dates and times were now on display for meetings going forward.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives told us the service supported people well and staff listened and acted on any concerns. A relative told us, “Staff absolutely go out of their way to care for people and staff are very loving towards people.” Another relative said, “I do think they listen to people’s feedback as this is the way they operate.” Other relatives told us staff requested support from other professionals promptly when needed. One person who chose to sit away from the communal space where others were, told us staff did not always have time to sit with them for long and tended to just pop in. They did choose to eat with others. The manager told us they would start to record the contact they had with staff throughout the day so they could monitor this.

The manager told us the organisation had introduced a new admissions policy and pre-admission assessment form. They provided more information and looked more in-depth at the specific needs of individuals coming into the care of the service. People’s needs were assessed, and this included whether people had any needs relating to protected characteristics such as religious needs or needs relating to their sexuality. The manager said, “I pride myself on being warm, welcoming, and open. I will promote and encourage the team to welcome all people of any race, religion, age, or sexuality.” Staff had received training in equality and diversity and shared elements of their own cultures with people who used the service. The manager told us they encouraged people and staff to discuss and share their cultures and had a celebration of Indian culture organised.

People’s care, treatment and support promoted equality and protected people’s rights. People had access to other professionals when needed and processes were in place to monitor people’s health conditions. The provider carried out regular surveys with people and their relatives. It was also noted staff asked for feedback from visiting professionals and the 2 we were sent from April were positive. We also contacted professionals as part of this assessment and again feedback was positive. A professional told us, “In my opinion, there is efficient access to healthcare. The care staff also liaise with the local dementia services if their input is required. They have been supportive with providing information for referrals if needed (i.e. weight charts and food diary for dietitian referral).”

There was nobody actively being supported with end-of-life care. However, people’s views had been captured within their plans of care.

Arrangements had been made to respect people's wishes at the end of their life. Care plans included information about how people wanted to be supported and receive care at the end of their life. The service could gain advice and support from other professionals and a local hospice if they identified a person was at the end of their life. The manager told us they also had a weekly multidisciplinary meeting with professionals where people receiving end of life care would be discussed.