Eastbury House

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.
 

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received care and support that reflected their individual needs, preferences and wishes. Staff took time to get to know people and understand what was important to them, including their routines, interests, relationships, faith and personal histories.

Care plans contained personalised information and were regularly reviewed to ensure they reflected people's current needs and preferences. Staff used this information to provide care that was responsive to changes in people's circumstances and promoted positive outcomes.

Relatives told us staff knew people well and treated them as individuals. People were supported to maintain important relationships, continue participating in activities they enjoyed and access opportunities that reflected their interests and preferences. One relative told us staff encouraged their family member to remain involved in community life and continue activities that were important to them.

Feedback from people and relatives was consistently positive about the personalised nature of support provided. People received care that was tailored to their needs, respected their choices and helped them maintain their wellbeing and quality of life.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff understood the importance of working closely with a range of health and social care professionals to ensure consistency of care. Professionals we spoke with were positive regarding communication with staff and management. The registered manager told us people were supported to attend a variety of health appointments when required. One relative told us, "Any time I think [person]needs to see a doctor, [they are] put on the list and is seen." Another commented that staff were "always one step ahead and any health concerns they act on right away."

Health professionals visited the service regularly, which supported continuity in people's care and treatment. The registered manager confirmed the service contacted external professionals whenever required. Relatives told us staff were proactive in arranging healthcare support and keeping them informed of changes. This meant care and treatment were delivered in a way that met people's assessed needs and was coordinated, responsive and effective.
 

The provider supplied appropriate, accurate and up-to-date information in ways that met people's individual communication needs.

People's communication preferences were clearly recorded in their care plans, including any support, aids or adjustments they required to understand information and express their views.

Staff understood the importance of adapting their communication to meet people's individual needs. One staff member told us, "I use simple language, visual cues, body language and give them extra time to respond." Care plans also included guidance for staff on supporting people who used hearing aids, glasses or other communication aids.

The registered manager told us information could be provided in alternative formats, including large print, where required. Staff supported people to understand letters, appointment information and other correspondence, helping them remain informed and involved in decisions about their care and support. Information was shared with relatives and representatives with people's consent and where appropriate. Relatives spoke positively about communication from the service, with one telling us, "We are always informed of any changes and are regularly updated when each one of us visits." This helped ensure people and those important to them had access to timely information and were involved in decisions about care and support.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Feedback from care reviews, resident and relative meetings, and day-to-day conversations was used to inform activities, routines and service improvements. People and their relatives told us they felt listened to and were encouraged to share their views about the care and support provided.

There was a clear complaints process in place and information was available to explain how people, relatives and representatives could raise concerns or make a complaint. Relatives told us they knew how to raise a complaint if needed and felt confident any concerns would be taken seriously and acted upon. One relative said, "If we have any concerns we can easily speak to any member of staff and the office door is always open." Another told us, "I have never felt that [the manager] is too busy to talk to about a concern."

People told us they felt comfortable expressing their views and preferences and were confident staff would listen and respond. Relatives also spoke positively about how feedback was acted upon. One relative commented that management were "really good at asking for resident feedback, listening and implementing any changes." This demonstrated the provider valued people's views, responded to concerns appropriately and used feedback to drive continuous improvement.
 

The provider worked to ensure people could access the care, support and treatment they needed when they needed it. Care and support were adapted to meet individual needs and preferences, helping people remain independent and involved in daily life. Care plans identified any equipment or support required, and staff ensured people had access to appropriate aids and adaptations to reduce barriers and promote independence.

The home had adapted facilities and equipment, including hoists, specialist bathing and toilet equipment and adapted seating, to support people with differing mobility and physical support needs. People were also supported to access healthcare services, appointments and opportunities within the community. One relative told us staff had supported their family member to attend appointments when family members were unable to do so. "
 

Staff and leaders understood people's diverse needs and tailored care and support to help achieve positive outcomes. People's health, social, emotional, cultural and religious needs were considered through care planning and regular reviews, helping to ensure support remained personalised and responsive.

Staff received training in equality, diversity and inclusion and understood the importance of treating people fairly, respecting individual differences and promoting people's rights. One staff member told us, "I follow each person's care plan and respect their preferences, culture, religion and beliefs."

Relatives told us staff recognised and responded to people's unique circumstances, and one described how staff took time to reassure their family member when they became distressed.
 

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Staff took time to understand people's wishes, values and preferences and ensured these were reflected in care plans and regularly reviewed. People, and where appropriate those important to them, were actively involved in discussions about future care, enabling them to make informed decisions about how they wished to be supported as their needs changed.

Future planning was embedded within the culture of the service. Staff worked proactively with people, families and healthcare professionals to discuss and review people's wishes, choices and priorities. Care records reflected people's preferences regarding future care and treatment, ensuring staff had the information needed to provide support in line with their wishes. Relatives consistently told us they were kept informed and involved throughout their loved one's care journey. One relative said, "We have been fully informed along the way."

The service demonstrated an exceptional commitment to delivering high-quality end-of-life care. The provider had achieved re-accreditation under the Gold Standards Framework (GSF) and had been nominated for GSF Care Home of the Year. This recognised the service's commitment to proactive planning, coordinated end-of-life care and supporting people to experience care that reflected their individual wishes and values.

Staff were equipped with the skills and knowledge needed to support people through significant life changes. Such as, Palliative and End of Life Care, Bereavement Awareness and Dementia Care. This helped staff develop the confidence and competence to hold sensitive conversations, support decision-making and respond compassionately to people's changing needs.

Relatives described the support provided by leaders and staff as extending beyond the person receiving care and encompassing those important to them. One relative told us, "The management team are so considerate to us as a family and have often been such a support during times that have been highly emotional for us." Feedback demonstrated families felt reassured, informed and involved during periods of uncertainty and change.

The provider's proactive approach ensured planning for the future was not a one-off discussion but an ongoing process that evolved alongside people's needs and wishes. This helped people maintain choice and control over important decisions and ensured future care, including end-of-life care, reflected what mattered most to them. The service's recognised expertise, proactive planning and positive outcomes for people and families demonstrated exceptional practice in supporting people to plan for the future.