Eastbury House

Updated 18 April 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 4 January 2018 and was unannounced. It was carried out by two adult social care 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.

Before the inspection the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the information in the PIR and also looked at other information we held about the service before the inspection visit.

During the inspection we spoke with the provider, registered manager and deputy manager, 10 people who lived at the home, two health professionals by telephone and received information by another professional via email contact. On the day of the inspection we also spoke with ten visitors to the home, eight members of staff and two visiting professional. Some people were unable to fully share their views with us due to their physical and mental health. We used the Short Observational Framework for the inspection (SOFI). SOFI is a way of observing care to help us understand the experiences of people who could not talk with us.

The provider and registered manager and deputy manager were available throughout the day of the inspection.

During the day we were able to view the premises and observe care practices and interactions in communal areas. We observed lunch being served. We looked at a selection of records which related to individual care and the running of the home. These included seven care and support plans, medication administration records and records relating to the quality monitoring within the home. We also looked at records relating to staff which included including six staff files, training matrix, staffing rota, recruitment records, systems and equipment maintenance records.

Updated 18 April 2018

Eastbury House is a residential care home for 20 older people with a range of needs catered for. There were two floors as well as two people living in annexes within the grounds.

At the last inspection, the service was rated Good. At this inspection we found the service remained good but also had one domain which was outstanding.

People were valued and made to feel special by staff who went over and above their job roles to help people to realise their wishes.

People felt safe at the home and with the staff who supported them. One person told us, “I feel absolutely safe, if I want any assistance I call via my bell”.

There were systems and processes in place to minimise risks to people. These included a robust recruitment process and making sure staff knew how to recognise and report abuse. There were adequate numbers of staff available to meet people’s needs in a timely manner.

People received effective care from staff who had the skills and knowledge to meet their needs monitored people’s health and well-being and made sure they had access to other healthcare professionals according to their individual needs. One health professional told us, “This home offers the most effective care by very well trained staff, it is empowering and inclusive”.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Each person who moved to the home had their needs assessed before they moved in. Staff responded to people’s changing needs and supported them to maintain their independence. Care plans reflected people’s needs and aspirations.

Care plans were in place to make sure staff had the information they required to deliver care to meet people’s needs. Risk assessments held within the care plans identified the additional support people needed to keep them safe.

People were supported by staff who were kind and caring. There was a happy and welcoming atmosphere in the home. The registered manager led by example and constantly observed and monitored standards of care to make sure people were treated with kindness and respect.

The service was responsive to people’s needs and they were able to make choices about their day to day routines. People had access to a range of organised and informal activities which provided them with mental and social stimulation.

People were safe at the home because the provider had systems in place which minimised risks.

The provider learnt from incidents and accidents and took action to minimise further risks.

People were supported to have sufficient to eat and drink where they needed assistance with this. Staff had training in food hygiene and infection control and understood their roles and responsibilities with regard to protecting people form the risks of infection.

Relatives told us there were no restrictions on when they could visit or call and it was evident from people's photographs and the conversations we had, people were supported to stay in touch with their friends and families One relative told us, “My [loved one] is extremely happy, the residents are given so much choice and control in their lives you never see anyone unhappy here”.

People were able to follow their religious and spiritual beliefs. People told us their faith was very important to them and they attended services and were able to receive holy communion within the home if they wished.

People were treated as individuals and were supported to follow their interests and hobbies. Special trips and events were arranged for people to promote their well-being and enjoyment of life.

People could be confident that at the end of their lives they would be cared for with kindness and compassion and their comfort would be maintained. Staff worked with other organisations to make sure high standards of care were provided and people received the support and treatment they wished for at the end of their lives.

People said they would be comfortable to make a complaint and were confident action would be taken to address their concerns. The registered manager and provider treated complaints as an opportunity to learn and improve.

The home was well led by an experienced registered manager and management team. The provider had systems in place to monitor the quality of the service, seek people’s views and make on-going improvements.

Further information is in the detailed findings below.