Archived: St Euphrasia's Care Home

This is a summary of what we found. We ask five questions.

Is the service safe?

The people who lived in the home were pleased with the care provided and felt their views were respected and listened to. The staff worked in a safe and hygienic way and used appropriate protective clothing. There were enough staff to meet the needs of the people living in the home and a member of the management team was available on call in case of emergencies. One person said: "There is always two staff on at night. I'm very pleased for the security of that.'

Staff personnel records contained all of the information required by the Health and Social Care Act. This meant the provider could demonstrate staff employed to work at the home were suitable and had the skills and experience needed to support the people living in the home.

The registered manager and the staff we spoke with understood the importance of safeguarding vulnerable adults. Staff could identify potential abuse and knew how to report any alleged incidents of abuse.

Is the service effective?

People told us that they were happy with the care they received and their care records were up to date and signed by them where appropriate. One person said: "It's very good for us. We are well cared for." Care records confirmed people's preferences and needs had been recorded and care and support had been provided in accordance with people's wishes. One person said: "They always ask permission. They knock before they come in."

We heard from staff information was shared effectively. Several ways of sharing information were used including staff meetings, handovers, the handover book, daily records, and monthly reviews.

Is the service caring?

People were supported by kind and attentive staff. We saw care workers showed patience and encouragement when supporting people. One person said: "I'm very happy because everyone is so good and kind."

Is the service responsive?

People's needs had been assessed before they were admitted to the home. Their needs for support and treatment were carefully described so care workers knew exactly what tasks to undertake. Changes in people's care needs were reported to the Head of Care and they briefed care staff. A person who lived in the home said: "If I ring this bell someone will be here in a minute.'

Is the service well-led?

Staff had a good understanding of the culture of the home and quality assurance processes were in place. We saw the results of customer satisfaction surveys completed in 2013 and we saw evidence that feedback had been acted upon. Consultation was done after meals in the dining room when everyone was present and was led by a pastoral sister from the convent. One of the trustees also visited every three months to review staffing, the building and spoke to sisters about the care they received. One person said: 'I have the greatest respect for the lady in charge.'

Staff told us they were clear about their roles and responsibilities and were well supported. One said: "Every time I have a problem I can go to her (the manager) any time."

The two Sisters spoken with said; 'Nothing is too much trouble, we can't complain about anything' and 'They [the staff] keep everything nice for us'.

Both the visitor and Chaplain spoke about the respect shown to the Sisters by staff. We were told; 'Visitors are treated in the same way, staff are very polite'.

The Sisters were involved in making decisions about the care and support they received. Routines varied depending on their individual needs and wishes. From our observations we saw that staff were patient and gentle in their approach, offering lots of reassurance and encouragement.

Staff worked closely with other agencies so that the social, emotional and physical needs of the Sisters were effectively met.

We looked at the accommodation provided at St Euphrasia's Care Home. The home was clean, warm and free from offensive odours. Systems were in place to ensure that good standards of hygiene were maintained so that risks of cross infection were minimised.

Adequate recruitment checks were in place when employing new staff. The manager was reminded that relevant checks were required for all staff that provided care and support to the home ensuring their suitability for the post.

Systems to monitor and review the quality of service provided were in place. This information helped identify where improvements were needed and any action required was addressed.

One Sister we spoke with said 'I couldn't ask for anything more. We are all so well looked after'.

Another Sister told us: 'This place is very well run'.

And, 'The care is great and the staff are beautiful'.

We found that each Sister's care needs had been assessed and care and treatment was planned and delivered in line with their individual care plan and their own preferences. We found that each Sister had been fully consulted about their plan of care.

A volunteer said of St Euphrasia's 'It's [St Euphrasia's] a really fantastic place'.

A visiting priest told us: 'Care is very, very good; the staff are devoted to looking after the Sisters'.

We found the standard of accommodation was very good and the Sisters were cared for in a clean, comfortable and well maintained environment.

We spoke to care staff and found that staff were trained and supported to do their work. One member of staff told us 'We have good team work and we are committed to working together for the Sisters'.