Eagles Mount Care Home

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

People received the most appropriate care and treatment for them as the service made reasonable adjustments where necessary. Care and support plans reflected people’s health and social care needs. Relevant assessments were completed and up-to-date, from pre-admission through to ongoing reviews of care, including cultural and religious preferences.

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.

People understood their care. Staff discussed with them any associated risks and benefits of recommendations from health and social care professionals.

Staff told us they worked in partnership with people and were able to spend time talking with them. Comments included, “We have time to talk and care for residents, we help them to do what they want and don’t need to rush” and, “Some of the residents are a higher priority for frequent falls or assistance at meal times so we know we do extra check ins with these residents.”

People’s equality, diversity and human rights were respected. The service’s values centred around the people they supported. There was a focus on maximising people’s life choices and using new technology to promote an improved quality of life.

People told us they could access the care they required and felt confident they could ask for support from care staff. This included seeing their doctor or chiropodist. On day one of our inspection, the mobile dentist was on site completing routine dental check-ups.

Staff told us the benefits they experienced working as a team with a shared vision to provide good care for people living at Eagles Mount Care Home.

Health and social care professionals were welcomed into the home and spoke highly of the improvements at Eagles Mount Care Home. A health and social care professional commented, “The only thing that they can improve is to believe a bit more in themselves as they doing a good job at taking care of the residents.”

Records showed input by various health and social care professionals. This meant everyone could have access to each other’s treatment plans, which helped streamline people’s care and treatment.

People and their relatives told us they felt involved and informed about changes within the home. Information was shared in a format that was accessible to people and shared as appropriate.

Staff understood people’s communication needs and informed us they were able to provide information in a way people understood by following communication preferences set out in individual care plans.

Eagles Mount Care Home met the requirements of the Accessible Information Standard. Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

People and their relatives told us they felt confident if they raised a concern, it would be investigated and addressed.

Taking concerns and complaints seriously had been embedded into the culture of the team. Without exception, all staff spoken with told us they would act on any concerns and were clear in how they would escalate these concerns, both in the service and with the provider at head office.

The service had a clear complaints policy. There were clear records of feedback from people and their relatives and representatives. This included how the provider acted on the feedback, and shared the lessons learnt with all its services to make continuous improvements.

People were able to move throughout the service freely, with reasonable adjustments to remove barriers for people living with dementia. People and their relatives told us they were frequently invited to feed back about the service they had received. This was either directly to the manager or through social media channels and independent review websites.

The provider acted on feedback to improve communication and relationships with professionals, which prevented delay in people accessing care. Staff told us the manager was proactive in making referrals and sharing all information about people when they moved into the service following a preadmission assessment.

Visiting health and social care professionals informed inspectors they were able to contact the service, a professional commented, “We work in partnership to establish what matters to the patient, and what is the matter with the patient.”

The provider shared a copy of their action plan following the last inspection of Eagles Mount Care Home. This included systems and procedures implemented to ensure best practice was adhered to.

People told us they received care and support, which considered their individual equality characteristics and preferences.

The provider and staff told us different cultures were celebrated at Eagles Mount Care Home through staff social events and a diversity calendar. Staff had received training in diversity, equality and the life and the culture of Britain. Feedback from the Nominated Individual included, “There are now more social events for staff and residents, the Café is used as an identified safe space within the community” and, “We consider the opportunity to celebrate different staff cultures as our chance to share and learn. It’s what helps make the team special.”

There were robust policies and procedures in place to ensure the service operated in the correct way. Equality, diversity, and inclusivity were running through all procedures in the home to achieve equity in experiences and outcomes.

People and their relatives told us they were able to live their best lives at Eagles Mount Care Home, in an environment where they felt safe and part of a community. End of life care plans outlined people’s wishes and allowed their voice to be heard.

Staff used screening tools to monitor people’s health and identify pain. This information was escalated to health and social care professionals working in partnership with the service to deliver care in line with the person’s wishes and ensure they are able to have a dignified death.

Eagles Mount Care Home had an end-of-life policy and required staff to attend training to develop their skills when having sensitive conversations around advanced care planning.