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Inspection carried out on 4 July 2019

During a routine inspection

About the service

Liskeard Eventide Home is a residential care home providing personal care to 25 people, one who was staying for respite care, at the time of the inspection. The service can support up to 26 people.

People’s experience of using this service and what we found

There was a very homely and welcoming atmosphere where people were supported by staff who were exceptionally kind and caring. Feedback about the compassionate and caring approach of staff was very positive. People were treated with dignity and respect in a way that truly valued them as individuals. The management and staff were always prepared to go the extra mile to ensure people received the care they needed and lived full and meaningful lives.

People were protected from potential abuse as staff had received training and were confident in raising concerns. People living in the service consistently told us they felt safe and staff treated them in a respectful manner. Comments from people, “You just feel safe wherever you are in the home, and “They are always monitoring my health, that makes me feel safe.”

The service had received a notice from the local fire service stating they were non-compliant in some areas. However, the registered manager had already started to action these concerns.

People were supported by a stable staff team who had the skills and knowledge to meet their needs. This included direct observations. However, some areas of training, for example infection control and end of life care, showed that some staff training was overdue or not completed.

Assessments were carried out to identify any risks to the person moving into the service and to the staff supporting them. Care plans were personalised to the individual and recorded details about each person’s specific needs and wishes. These were kept under regular review and updated as people’s needs changed. However, due to the introduction of a fairly new computerised care plan system we found information held was muddled. For example, some information for people had been transferred over to the new system while other information for the same person was still held in paper format.

Staff spoke passionately about the people they supported and were clearly committed to providing a responsive and caring service in line with people’s wishes. Staff were particularly sensitive to times when people needed caring and compassionate support and often went ‘the extra mile’ to support people’s emotional well-being.

There was a positive culture in the staff team. Management and staff were committed to ensuring people received a good service and particularly about helping people who might be a risk of being socially isolated. The service remained at the heart of the local community with strong community links including some community groups regularly visiting and people accessing their community.

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

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately.

People, their relatives and staff told us management were approachable and they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection. This service was last inspected in 2017, when it was rated as outstanding in three areas with outstanding as an overall rating.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 16 November 2016

During a routine inspection

This inspection took place on 16 and 21 November 2016 and was unannounced. The service provides accommodation and personal care for up to 26 older people. At the time of our inspection there were 25 people using the service. The service was last inspected in February 2014; we had no concerns at that time.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

Eventide Residential care home offers care and support to predominantly older people. People consistently told us about the excellent care they received. They told us the staff were 'wonderful' and patient and caring. We observed staff demonstrated empathy in their conversations with people and in how they spoke about them. The service had received numerous compliments.

Comments from families and professionals ranged from 'Excellent', to ‘fabulous’ for the quality of care which people received. Staff developed exceptionally positive caring and compassionate relationships with people. The ethos of the home was that of an extended family. People were treated with dignity and respect and staff were caring and compassionate towards them.

People were fully supported in innovative ways to follow their interests and take part in social activities. The home had a wide range of activities suited to the individual needs of people and which brought positive outcomes and pleasure to their lives. Activities were designed to stimulate conversation, promote interaction with others, maintain manual dexterity and mobility and to have fun. People, families and staff had regular meetings to discuss what people would like to have in the home with regards to equipment, activities and daily routines. Everyone was encouraged to take part in fund-raising for the different projects people had chosen, including people, staff and families. Regular fetes at the service and community concerts were held to help with this.

People benefitted from their fund raising projects and to date this had provided a ‘comfort fund’ to support activities for people to use. The registered manager and management committee had also secured Lottery funding which had helped to fund the creation of Liskeard Eventide Community garden. This was a garden terrace open to the local community as well as people who lived at the service and used as a venue for many events. People told us there were lots of activities going on at the service and they enjoyed these and had fun taking part. People's wellbeing had improved because staff engaged with people in ways that prevented them becoming isolated. People who were disinclined to join in with group activities were offered one to one time with staff to pursue activities they enjoyed.

People, families and professionals consistently gave us positive feedback about how the service was personalised to meet people's individual needs. Staff knew each person as an individual, their preferences and interests.

People experienced effective care and support that promoted their health and wellbeing from staff that had the knowledge and skills needed to carry out their role. People were supported by enough skilled staff so their care and support could be provided at a time and were convenient for them. Each person's needs were assessed and care records had personalised information about how to meet them. Care was focused on people's wishes and preferences and people were supported to remain active and independent. Care staff felt the information available to them enabled them to offer care in the way each person wanted.

People told us the food was "excellent" and they really enjoyed meal times. There was a varied diet and choices available according to people's likes an

Inspection carried out on 5 February 2014

During a routine inspection

Some of the people who used the service were not able to comment in detail about the service they received due to their healthcare needs. We spoke with two visitors who told us they were pleased their relatives lived at Liskeard Eventide Care Home. We spoke with four people who used the service and spent time observing people and staff during the day. We saw people�s privacy and dignity was respected and staff were helpful. We saw people who lived at the care home chatted with each other and with staff.

People who used the service told us; �I am happy here, the staff are good and look after me well� �I have plenty to eat and can choose what I want within reason�. A relative told us they had a background in social services, they said; �I cannot praise the home enough, they really look after mum to high standards�.

During our observations we saw staff help two people to mobilise. This was done with patience and understanding. We also saw staff conversed with people when they were laying up tables for lunch. We saw people talked to each other at lunch.

We witnessed staff interactions with people which were positive. People told us staff answered call bells promptly. One person said the staff were �polite and friendly�. Another person said, �I am very happy here, no complaints�. People told us the food was good and they were offered choices. We were told visitors were welcome. One person said �I can go to bed when I want, if I wanted to go out someone would take me�. Another person told us they were involved in the planning of their care.

We heard care workers asked people what they would like to do and they gave them ideas if people could not make a choice.

The staff we spoke with were able to explain what they would do if they witnessed any form of abuse.

We observed the premises were safe and suitable for use as a care home.

We found staff were recruited in an appropriate way, supported and trained.

Inspection carried out on 1 March 2013

During a routine inspection

Some of the people who used the service were not able to comment in detail about the service they received due to their healthcare needs. We spoke to three visitors who told us they were pleased their relatives lived at Liskeard Eventide Care Home. We spoke to six people who used the service and spent time observing people and staff during the day. We saw people�s privacy and dignity was respected and staff were helpful. We saw people chatted with each other and with staff.

During our observations we saw staff help two people to mobilise. We also saw staff conversed with people when they were laying up tables for lunch. We saw people talked to each other at lunch.

We witnessed staff interactions with people which were positive. People told us staff answered call bells promptly. One person said the staff were �polite and friendly�. Another person said, �I am very happy here, no complaints�. People told us the food was good and they were offered choices. We were told visitors were welcome. One person said �I can go to bed when I want, if I wanted to go out someone would take me�. Another person told us they were involved in the planning of their care.

We heard care workers ask people what they would like to do and they gave them ideas if people could not make a choice.

We found staff were recruited in an appropriate way, supported and trained.