Eden Mansions Nursing 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care plans contained person specific information and information about their lives and histories through ‘My story'. Staff were knowledgeable about people and the individual support they required. For example, a relative told us, “It’s a big home but also personal. They treat [relative] like a human being, and he gets choices.” People’s individual wishes and preferences were considered, for example, one person preferred to receive support from a female member of staff, which was respected. Staff told us they liaised with people’s relatives where necessary to understand their likes and dislikes.

The provider had received numerous compliments and thank you cards about the care provided. The registered manager shared a compliment about the consideration staff had given to support a person’s religious beliefs.

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.

They worked with local health and social care partners to provide places for people coming from hospital or home for a period of assessment and/or rehabilitation.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider had an accessible communications policy. People’s communication needs were considered as part of their care plans. People and staff were kept updated through a regular newsletter and notices were also on display. Where required, newsletters and activity information could be provided in larger print. Other information such as policies, had been translated into various languages where required.

The provider did not always make it easy for people to share feedback and ideas through review meetings. However, people knew how to raise complaints about their care, treatment and support.

People had mixed views about being involved in care plan reviews. Comments included, “The care plan has not been reviewed here, it was done at the previous home,” and “I would like to be more involved in his care plan. I would like more regular updates.” Relatives generally received updates from staff, but several said they were not always included in care reviews. The registered manager told us monthly reviews were undertaken but agreed to review the frequency of review meetings with people and relatives.

The provider undertook surveys to gather feedback from people, relatives and staff. Resident and relative meetings were held, and these had recently been amended to take place within each of the Villas rather than the whole home. This was in response to feedback and to encourage better engagement. However, several relatives did not know about these meetings. A relative said, “There are newsletters, and they do ask for feedback. I don’t know about meetings.”

The provider had a complaints procedure in place, which was available for people to access. Any complaints were addressed openly, with apologies given if required. People told us they felt able to raise concerns with staff if needed. Comments included, “Any problems I speak to the one over them. I can ask them anything” and “We raised a concern early on. We were happy with the outcome.”

The provider made sure people could access the care, support and treatment they needed when they needed it.

Various health and social care professionals visited to ensure people had access to their services. Primary healthcare practitioners visited the service twice weekly and reviewed people’s health and medication needs. One person told us, “The nursing staff are very good especially [name]. If I want to see the GP, they come in on a Thursday and Friday.” Staff ensured people could access mental health support where required, as well as having access to other support such as podiatry. Where urgent access was required, staff would act and respond accordingly.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider ensured staff undertook training in diversity, equality and inclusion. Staff supported people to have equal access to care, experiences, and positive outcomes. For example, where people stayed in their bedrooms, wellbeing staff ensured they could participate in meaningful activities or engagement. Staff undertook assessments of people’s hearing, vision and communication needs to ensure these were considered as part of their support needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had care plans in place including one called ‘My wishes for the future’, which considered their end of life wishes and preferences. Staff considered forward planning, including anticipatory medication where people were approaching the end of life. Staff were supported with training from a local end of life partnership.