Eastbourne Gardens Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This service is dual registered, this is the first assessment for this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care

This service scored 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People told us without exception that staff treated them with kindness and respect and understood what was important to them as individuals. One told us, “It is so nice here, nice community, everyone's very friendly. The staff are so good and very kind.”

Staff spoke with confidence and compassion about how they supported people. Staff understood people’s likes, dislikes, life histories and what was important to them. They worked collaboratively with people and their relatives to support individualised care which was delivered by caring and committed staff. People told us that personal care needs were met with sensitivity, with privacy and dignity at the forefront of how care and support was provided.

Relatives echoed this positive feedback. Relatives spoke of the kindness and dedication demonstrated by staff. Comments included, “Well I think the care is exceptional, the carers are fantastic.” And “It is very good, marvellous in fact, the staff are very good with them.”

We observed all staff engaging with people. Each interaction we observed was carried out with extreme kindness and compassion, demonstrating respect and treating people with dignity.

Relatives spoke of the significant improvements since their loved one moved into Eastbourne Gardens and the positive impact this had on their relative. Feedback included, “My [relatives name] has had a wonderful time there, they are now very calm where they had periods of distress, the staff are very loving and caring.” And “Moving to Eastbourne Gardens has changed their whole demeanour, and they have brightened up so much, what with the company and the structured day which does help”, “We are delighted with her care; they ring us if there is the slightest thing, the staff know [relative] and they know us well.”

The atmosphere across the home was warm and welcoming. People appeared relaxed, confident and comfortable in the company of staff. Staff knew people and their relatives very well. This enabled staff to develop positive relationships with people, resulting in reduced periods of distress for people and to support their health and well-being. One person wanted staff to sit with them, we observed a staff member talking quietly and respectfully to the person to alleviate their anxiety. Staff sat holding hands and engaging with people, they demonstrated a real affection for people and told us they were passionate about their jobs and making sure people received the care they deserved.

Staff anticipated people’s needs, and supported them in a patient and caring manner. We observed staff supporting people during a period of distress, in a calm and respectful way. Staff anticipated the persons distress and showed a unique understanding of how to support them.

Health professionals told us they always found staff kind and respectful and felt staff always listened to advice and guidance.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their families were actively encouraged and supported to be involved in decisions about their care and support and creating their care plans. Prior to admission discussions were held with the person and their family regarding their personal preferences, care and support needs. Once people had moved into the home, they were encouraged and supported to be involved in choices and decisions. For example, choosing meals, where and when they ate, when to get up or go to bed and whether to participate in daily activities on offer. As staff got to know people they learnt more about people’s personalities and preferences.

People were supported to maintain relationships that were important to them and to follow their interests and hobbies. This included supporting cultural, social and religious needs. One relative told us, “[relatives name] is a Catholic and he sees the priest every week.” Special events were celebrated including birthdays and Christmas.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relative’s spoke highly of the activities available. One relative told us, “I think there must be at least 5 activities staff, and they are magnificent and the things they manage to do is wonderful and everyone enjoys everything, so they are well occupied.” And, “He has really thrived since he went in there, the activities are good, his fitness has improved so much, he does carpet bowls and daily exercises, goes out on day trips with the other gentlemen, they went to a car museum recently. I went to see him and they said sorry he’s out, he is in safe hands and thoroughly enjoying himself, he has a better social life than I do.”

There was a varied activities program including quizzes, games, exercises, and visiting entertainers. Activities and events were delivered to a high standard with strong emphasis on person centred planning, with prominence on identifying what was important to people and what they enjoyed. One person told us, “Activities have been very good. The pianist is second to none, absolutely brilliant and there were two opera singers who were wonderful.”

A minibus was available for regular trips out. People and relatives were invited to a weekly meeting with the minibus driver to put forward ideas and suggestions and to find out about future trips that were planned each month. We saw that in May there were 5 outings planned, these included 2 one to one trips for individuals. People told us they particular enjoyed the trips around Eastbourne looking at the history of the town and discussing their memories of growing up in the area.

Our observations showed activities matched to people’s individual needs were used effectively and helped people engage and feel settled. Staff told us about bespoke activities and trips arranged to meet people’s specific requests or hobbies. For example, one person had particularly enjoyed gardening before moving into Eastbourne Gardens. Activity staff organised a trip to the garden centre, however, the person was unsure about going out. Staff spoke to their relative and it was planned that a family member would accompany them on the trip. The person felt confident to go out and was able to purchase plants which were now planted in the garden.

For people living with a dementia or memory loss, activities were tailored to their needs. Activity staff also carried out room visits for people who stayed in bed or did not enjoy group activities. Staff showed us records of the activities people enjoyed participating in and used these records to highlight people who had not attended. They prioritised checking in with people who did not attend to see if there was anything specific, they would like to do, or just to spend time with them having a chat. Staff told us people living with dementia particularly enjoyed music and singing, nail pampering and pet therapy. We saw activity staff sat with people reading and discussing the newspaper.

We saw people being supported with sensory activities and crafts. Another person was supported to help staff set the table for lunch, they clearly enjoyed this activity and helping in the kitchen area. Staff told us these activities were meaningful to the person and helped to support their sense of involvement and purpose in the home.

The home had a bistro area on the ground floor. People, relatives and visitors used this area. People were able to help themselves to hot and cold drinks and snacks. Staff were able to supervise some people when needed.

Activities took place on each floor. People were able to attend activities taking place on another floor. On the ground floor in the Bistro area games and quizzes were taking place. We saw these were well attended and people were sat together in groups having a hot drink and participating in the activity. A relative told us, “She can’t really join in much now but she is always up in the lounge watching everything and the activities staff work really hard to engage everyone, either in group activities or one to one, they get people to help to do the flowers for the dining tables, so every little thing helps.”

People’s independence, choice and control were supported and encouraged where it was safe to do so. We saw one person was given their lunch but was reluctant to eat at that time. Staff told us the person did not like to sit still for long periods; they provided alternative finger foods for the person which enabled them to eat and be mobile. This was seen to alleviate the persons distress. Staff continued to monitor them to ensure they were eating safely. People were provided with adapted utensils where appropriate to support their independence at mealtimes. People living with memory loss were shown plated meals and drinks so they could indicate their preferences.

Relatives told us they felt welcome to visit whenever they wished and people were supported to maintain relationships which were important to them.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed staff responded quickly to people’s immediate needs throughout our inspection. Staff knew people well and understood times when they were not feeling their best. For example, one person was not their usual self and appeared tired and confused. Staff spoke to the person who told them they did not feel well. Staff carried out observations and checks to monitor the persons health. We were told the GP would be informed of any concerns.

Staff used appropriate tools and technology to assist in monitoring and reviewing care and support needs. Care was regularly reviewed with timely and necessary adjustments to people’s support. Referrals were completed promptly to other health care providers when required.

Relatives we spoke with felt assured staff responded well to their family members’ needs. One relative told us, “The staff are really good, his speech is getting very poor which frustrates him, but he is happy enough, the carers laugh and chat with him and pull his leg, which he likes.”

Relatives told us they were kept updated and involved in people’s care and informed when people became unwell or if there were any incidents or accidents.

Staff knew not everyone could express themselves verbally if they needed help. For example, one person used a white board to communicate their needs, and printed signs were used to support people at mealtimes. We saw staff using both these communication aids at lunchtime to support communication.

The provider had a number of processes in place to support staff wellbeing and to share information to enable them to deliver person centred care. For example, there were regular staff meetings, supervisions, newsletters and awards for staff recognition. An annual team satisfaction survey was shared with staff to provide a further opportunity to feedback. However, feedback received from staff was mixed, with some telling us they felt very supported by management and others that they were struggling with the changes to staff allocation. Management and senior leaders were clear that the rationale for the changes had been communicated to staff but acknowledged that further work could take place to ensure staff understood the changes.

All staff spoke highly regarding their colleagues and felt that care and nursing staff worked well together as a team and supported each other. One told us, “I feel lucky to work here, the managers and leads here are very good and amazing people, every time I call, they always answer and give me advice.”

Staff were recognised and awarded with a nominated employee of the month. Staff could be nominated by other staff or by people and relatives. Staff told us they felt proud to receive this award. Staff had access to a designated wellbeing/prayer room. This could be used by staff at any time if they needed a quiet space. The room included leaflets and information for staff regarding wellbeing, mental health and support available.