Eglantine Villa Care 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

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

The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care plans were very detailed in relation to most areas of people’s care and support needs as well as nursing needs. Care plans were person centred and included individual preferences, likes, dislikes and favoured routines. However, oral care was lacking in the care plans and within the care records. It was not clear that people were having their needs met in relation to their oral health care. Staff had not been recording when they had offered teeth cleaning support or when people had declined. A person’s records for April 2025 showed they had been supported with their oral care 5 times in 28 days. Their care plan showed they needed support with this 2 times a day. Another person’s records showed they had been supported with their oral care 8 times in 29 days. Their care plan also showed they needed support 2 times a day to maintain healthy teeth and gums. We could not be assured that people had received their oral care. The registered manager also confirmed they could not be assured of this. Some people required repositioning to maintain healthy skin and prevent pressure ulcers. Records did not always show that people had been repositioned in accordance with the instructions in their care plans. For example, a person’s repositioning records contained gaps on the 21 April 2025 they were missing turns at 00:14, 02:17 and 04:22. On the same day into the evening, there was no documentation between 10:31 and 22:20 (12-hour gap). Gaps were also identified for this person on 23 April 2025. These gaps represented significant risks to the person’s skin integrity. However, given that the person’s skin was improving, we suspected the person was being repositioned and there may be documentation errors. Another person required repositioning every 2 hours, their care records evidenced that they too had not been repositioned in accordance with their care plan. We reported this to the management team.

Staff knew people well. A staff member said, “The best thing about working here is how we're encouraged to build real relationships with our residents. We don't just focus on tasks, we take time to chat, learn about their lives, and make sure they're comfortable.” A relative said, “Her needs are met, she has her hair done regularly.” People told us, “I have a wash but shower/bath not as much as we may like as it takes so long. They have specific days for some things like washing your hair” and “I’m offered a wash every day and it’s my choice if I have one.”

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. Information was shared with staff during handover regarding any changes to people’s health or care needs. The service worked with other health professionals involved in people’s care. Staff told us how they supported people and their relatives. Relatives told us, they felt staff supported people with appointments and communicated well with GPs and health specialists to ensure people received continuity of care. A relative told us, “We have plenty of communication with [registered manager] and lots of support from the nursing staff. They have helped us by providing information and knowing what to ask when [loved one] has needed hospital treatment.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Some parts of the service had signs and way marking. Bedroom doors had people’s names on, which helped people locate their own room. There were many information boards around the service which also contained easier to read information so that people had information about the service. These included; staying safe, complaints, what activities were on and menu information. We noted menus were not in an easy read format, and we observed that people were not offered pictures of food to help them make their choices. Staff told us pictures had been used in the past but were no longer used. People had raised they would find it easier if information was available on larger boards with use of different colours to help the information stand out. The registered manager had purchased these boards, and they were waiting to be fitted. The registered manager told us, “Menu options are clearly explained at the point of ordering and show plates are used during meal service for residents where needed.”

The provider had policies and customer information such as complaints leaflets available in braille, audio, large text and alternative languages. The service shared information with people around accessible information standards and this was signposted around the service so that people were aware of what support was available. The service had pictorial communication cards for people who had difficulty communicating verbally. The registered manager told us these were used to support people to make their needs known.

Staff were aware of people’s individual communication needs for example, people who may have hearing or visual impairments. People's communication needs were detailed in their care plans. Staff shared how they provided information and communicated with different people. The registered manager shared how they had supported a person (who no longer was at the service) by ensuring their bedroom door not only had their name and room number in large print but also braille too. The registered manager said, “The service has welcome packs in every room which give people information about their care, treatments and support, how to keep themselves safe and how to report any issues of concern.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. We observed good practice from staff in relation to listening and involving people with their care and making decisions. The registered manager shared with us meeting records to show that they had met with people living at the service. The meeting records showed people were involved in decision making. Minutes of the meeting were available for all people living at the service, regardless of whether they had attended the meeting. People cared for in bed were offered opportunities to contribute their feedback to meetings individually. People were offered informal opportunities to feedback about the service, the registered manager spent time walking round the service daily and chatting with people.

People told us, “I know the manager and she is very approachable. I see her most days. I can speak to her if I need to” and “I know the manager and I see her around the home. If I want to speak to her I can.” People and their relatives were sent surveys about the service every 6 months, the surveys had been sent out in April 2025, and 42 responses had been received. Some feedback showed that people had made some suggestions about food, eating outside, call bell times and weekend activities. The registered manager had created an action plan for people to detail how they would address the issues. People were listened to, people had raised they wanted to make use of the garden to eat, so a weekly outdoors meal ‘alfresco fish and chip Friday’ had been planned and scheduled (weather permitting), this included music and activities. Several of these had taken place.We observed people eating outside when we were on site. In April 2025 a dining room disco was held with a DJ and snacks. The registered manager held listening hour events with people regularly.

A person who was cared for in bed had become depressed and isolated in an upstairs room. Their relatives raised this with the service and the person was supported to move to a downstairs room which meant they had more interaction with people. The registered manager noted how the person’s mood had improved since the move. The person’s relatives had also noted, “We have seen a general change in him for the better, as he has more traffic past his door and there is more noise.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported with medical appointments and follow up appointments. People told us they had access to the nursing staff within the service as well as visiting health professionals. Staff gave us examples of when they had recognised people were not acting in their usual manner and the action they took. Staff were knowledgeable about how to recognise signs of deterioration and care workers said they would report health changes to the nurse on duty if necessary. Leaders and staff were knowledgeable about, and pre-emptive in preventing discrimination and inequality impacting different groups of people in accessing care, treatment and support. This was evidenced in the services equality and diversity boards and 'Be You at Bupa' network for staff which were displayed in the service.

There were processes in place to ensure that people could receive care, support and treatment when they needed it. People were also supported to attend healthcare appointments at the hospital when required. The service supported people to attend medical appointments both in person and virtually so that those who preferred not to, or were unable to attend in person appointments still had access to the healthcare they needed. Records showed that TVN’s (Tissue Viability Nurses) provided input and support to manage wounds where people’s skin had broken down. Staff took action to report concerns, for example advice had been sought from the GP regarding a medicines error which took place whilst we were on site and the GP advice gained was acted on in a timely manner.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Personalised events had taken place to support people to maintain their relationships with their relatives. Valentine’s day events had taken place to support married couples to dine together in a small and romantic atmosphere, gifts of flowers and chocolates had been given. People living with dementia were supported to invite their loved ones for a Valentine’s Day brunch and celebrate together. Positive feedback had been received from people’s loved ones about this. A person had been supported to travel to a London Hospital to visit their spouse who had been hospitalised for a year. They were supported to have a meal together and spent time together, which enabled them to meet for the last time before the spouse passed away. A person had been missing their cat and so a cat visited the service and people enjoyed spending time petting the cat. Lots of pictures were taken with the cat and a variety of people so the person could relive the memory. The service supported people to attend a local park which was particularly special to them having raised a family in this area, and due to a person's relative being recognised on the war memorial.

The management team actively engaged with new projects for the benefit of people using the service. A school pen pal scheme had taken place in November 2024 with people and school children writing to each other and sharing information about their lives. A variety of events had taken place at the service supporting people to engage with staff, relatives and friends. A teddy bears picnic had taken place, as well as a shopper’s market where shops set up stalls to enable people to go shopping without having to travel too far. Bupafest had taken place in 2024 which hosted a DJ, food, stalls and live music.

The service actively supported a number of charities and held charity events and raffles on a regular basis and 1 took place whilst we were at the service. The service had set up a dementia support group to provide information and support for relatives of people living with dementia.

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.

People had support to make decisions about their preferences for end-of-life care. The provider had systems and processes in place to understand the diverse health and care needs of people living at the service. Some people had a DNACPR (Do not attempt cardiopulmonary resuscitation) form in place. This is an advanced decision not to attempt CPR. It is not about other treatments or care. Some people had ReSPECT (Recommended Summary Plan for Emergency Care Treatment) forms in place. A ReSPECT form records a person's wishes about a range of care and treatments.

End of life care plans were as comprehensive as the person wanted it to be and plans were clear in cases where people had chosen not to discuss this element of their care. The service had a ‘Thinking Ahead’ which was given to people and their relatives on admission to the service. This incorporated both clinical advanced decisions and more person centred end of life wishes such as music, special items, preferred funeral directors. The registered manager told us they did this, "As we recognise these conversations can be difficult both on admission or in the last stage of life and people may feel more comfortable writing things down rather than speaking. This enables us to deliver exceptionally person centred EOL (end of life) care."

Staff told us that they worked closely with the local hospice to ensure people had effective support and pain relief to ensure people had dignified, pain free deaths. Medicines were available to keep them as comfortable as possible. The service had received many compliments from relatives about care including end of life support. One read, ‘Thankyou for welcoming my dad and making him feel special for the last year. He really enjoyed being there and left with a smile on his face.’

The service had an end of life comfort box which they provided to relatives. This had practical items such as toiletries and snacks, a bible, poem book, lavender oil, LED candles. The registered manager explained, "We did this because we recognise that in a residents final days, relatives often neglect their own needs through a want to be there for their loved one. We also recognise that families may not want to ask for such items through not wanting to give staff extra jobs so it is our hope that the box provides some much needed comfort and ease at a difficult time."