Eagles Mount Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Leadership was visible. Processes were in place to ensure the service operated safely. Good, well established, links had been made with external professionals. People and staff had confidence in the management of the service and felt included in decisions made. The service was monitored to ensure continual learning and improvements.

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.

Staff stated they were proud to work at Eagles Mount Care Home. They felt the manager led by example to ensure a positive culture had been created, placing people's needs and a sense of community at the heart of the service.

Improvements in the service had been established, embedded, and sustained. Staff at all levels understood the shared vision of being transparent and proactive to support people to achieve their goals and keep them safe from avoidable harm.

Staff told us leaders were visible. The nominated individual regularly worked in a care level role to understand concerns raised and mentor new staff to help them familiarise themselves with the organisation. The manager told us they were fully supported by the provider and had had a good induction.

Staff knew how to raise concerns and access support. There were clear procedures for regular team meetings. Staff consistently told us the new manager had made great improvements to the processes in place in the service and they felt inspired to discuss their views and ideas. Several staff told us, “The manager’s door is always open.” , “I can go to the manager anytime” and, “The new open door policy is appreciated by all staff.”

Staff felt they could speak up and report issues and concerns to the manager. They told us they would be listened to, and action would be taken.

The provider had invested in opportunities for staff to feel valued and supported in the workplace, and provided them with tools recognise abuse and be confident to Speak Up. Other resources were available to assist staff with their physical and mental health. This included an employee assistance programme, staff yoga and live well support so that staff had the necessary services to thrive in their roles.

There were effective and proactive ways to engage with and involve staff. Staff told us they felt heard and this enabled them to achieve. One staff member commented, “We work as a team and move towards success every day.”

Policies and procedures incorporated all aspects of recruitment and staffing and included retention plans, equality, diversity, fairness and protected characteristics. The provider was passionate and committed to having an inclusive workforce. Support and reasonable adjustments were made for staff as and when needed.

People told us they were kept safe, their rights protected, and they received good quality care and support. People, their relatives and visiting professionals were complimentary about the leadership of the service. A relative commented “My loved one called Eagles Mount Care Home their ‘home’ when we spoke and knowing they are happy and safe has lifted a weight off of me.”

Audits completed had checked all parts of the service were working well and actions were taken to remedy any shortfall or negative impact on people. The manager demonstrated they had oversight over people's current needs and risks to their health and safety. Risks to people's safety were well managed and monitored. The manager and provider had made all notifications to CQC as required by law. A notification is the action that a provider is legally bound to take to tell us about any changes to their regulated services or incidents that have taken place in them. Improvements in the home had been made and sustained as they were realistic, manageable and involved people and staff in maintaining them.

People had the opportunity to have their say on the service provided at Eagles Mount Care Home. One person told us, “I like to go to the meetings to have my say.” A relative commented they had observed changes following a suggestion they had made regarding the menus, “I have to say the new manager has turned things around here.”

There was effective communication and collaboration with healthcare services and referrals were made in a timely way. The manager and staff fostered good relationships with community venues for people to enjoy social and leisure activities, either as a group or individually.

Health and social care professionals told us they worked together with the staff and manager as partners.

The manager worked very proactively in creating partnerships with health and social care professionals, and organisations providing access to community services.

The manager and provider told us about the ways in which they were continually looking to improve the service. This included listening to feedback and being proactive in identifying learning opportunities through their audits.

The manager had an understanding of how to make improvements happen. Their approach was consistent, collaborative and inclusive. There were processes to ensure that learning happened when things went wrong. The provider encouraged reflection and collective problem-solving.