Hebburn Court Nursing 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

We found a breach of the regulations relating to person-centred care. Care plans lacked personalised information about how people wanted their care provided and some were inaccurate. The provider was reviewing each person’s care plans to ensure they were current. Some staff knew people’s needs well, however this was not the case consistently. Previous complaints had not been investigated robustly.

This service scored 46 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives did not provide feedback about person-centred care. However, people’s experience was negatively impacted due to some staff not understanding their needs and preferences.

Staff told us they found it difficult to meet people’s needs and provide meaningful engagement. A staff member commented, “There is nothing going on for them. We are trying so hard to meet the care standards but there are not enough staff.”

People did not receive person-centred care. For example, staff not supporting people to make meaningful meal choices at mealtimes and a lack of positive engagement for people. Staff needed more training on how to care for people living with dementia.

A person said staff supported people to take part in activities. They said, “The carers help everyone, they try to get them to join in with activities.”

The interim management team told us they were focusing on the ‘resident of the day’ approach where each person would be prioritised and have meaningful engagement specific to their individual needs.

Following recent whistle blowing concerns about Hebburn Court, the local authority had been monitoring the situation. External professionals had been assessing people’s needs and made recommendations about what was needed to ensure they were safe and their needs were met.

People living upstairs at Hebburn Court were especially limited in their ability to access the local community due to the lack of lift access. Care plans lacked information about people’s preferences which made it difficult to guide staff about how they wanted their care provided. The provider was reviewing each person’s care plans to ensure they were up to date and matched people’s current needs.

People and relatives did not provide feedback about this.

Staff and leaders did not comment on this.

People had communication plans, however these often contained conflicting information about people’s communication needs and their ability to make choices and decisions.

People and relatives did not provide feedback about this.

The provider was unable to provide investigation records, action taken or responses to recent complaints made about the care provided.

Prior to our visit we were made aware of complaints about people’s care. There were no records these complaints had been investigated.

People and relatives did not provide feedback about this. However, people’s experience was negatively impacted as the environment did not meet their sensory needs, and there was a lack of meaningful engagement.

The interim management team told us staff needed more training in how to transfer their knowledge of dementia care into practice to ensure all people receive good care.

External health professionals were reviewing people’s needs to ensure they had the correct care.

The environment was not appropriate for people living with dementia. There was a lack of appropriate signage to aid orientation, decor lacked stimulation to help engage people and very few tactile objects. The provider acknowledged this required significant improvement.

People and relatives did not provide feedback about this. However, people’s experience was negatively affected as there was no process in place to record or monitor outcomes.

The interim management team told us it was difficult to evidence people’s outcomes due to lack of accurate systems and records to enable robust analysis to be undertaken. They had introduced new systems to improve this moving forward.

The provider’s systems were ineffective which meant they did not have access to information to demonstrate people were experiencing good outcomes from living at Hebburn Court.

People and relatives did not provide feedback about this. However, people’s experience was impacted due to care records not being up to date and accurate.

The interim management team told us people’s care plans needed updating to reflect their individual needs.

The provider gave people the opportunity to discuss their preferences for their care needs in the future. However, care plans needed updating.