Eastbourne Gardens 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.

This service is dual registered, this is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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.

Feedback from people, relatives and professionals was that the service was flexible and responsive.

People were treated as individuals. Relatives and people felt that staff understood their needs, preferences and routines. The staff team were focused on maintaining people’s independence, wellbeing and quality of life to ensure care was person centred. One person told us, “Staff have been fantastic. I’ve had a difficult time since moving in due to a bereavement, but they have been superb. I am pleased to be in here; it has made the loss easier.”

There was a designated ‘Resident of the Day’, this meant that all aspects of the persons care and support was reviewed on a specific day. Staff spoke to the person to discuss, any concerns, changes or new information and this was updated in their care plan.

Records showed people’s needs were regularly reviewed and updated promptly when changes occurred. Where required, those important to people, including family members, were involved in reviews to help ensure care remained appropriate and responsive. Care plans were person centred and had been written to include people’s needs, strengths and preferences, alongside their care and nursing needs.

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 worked closely with health professionals involved in people’s care and developed an effective working partnership with other specialists and agencies involved in people’s care and support. All relevant information was recorded in care plans to facilitate consistent joined up care. Care plans and risk assessments were detailed and person centred, staff completed daily notes to record all care provided. People were encouraged to be involved in decision making, with relatives involved in care plans and kept updated with any changes, with good communication when people were unwell or had a fall.

One relative told us “My [relatives name] went in last October, we did the care plan, and we have constant conversations with the manager about things, she has been very helpful, I email as well and they email back.”

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

People’s communication needs were assessed and reviewed. People’s care records contained information on their communication needs and what support people might need to understand information and communicate with others. Staff demonstrated a very good understanding of people’s communication needs and any aids used to support this. Staff told us this included white boards, pictorial information or large print if needed.

Information was shared with people. Information was delivered to each person’s room and displayed around the building to inform people of the days planned activities and information relevant to the home.

Staff attended daily handovers, meetings and further organised staff meetings took place to share information and update staff of any changes to care and nursing needs. Minutes were available for any staff who were unable to attend.

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.

The provider ensured there were numerous opportunities for people and/or relatives to feedback and share their views. These included surveys, ‘Your opinion counts’ leaflets which people could complete and a suggestion box for residents and relatives.

People felt their needs were respected and their opinions valued. Regular meetings took place which people and relatives could attend. This included council meetings with the registered manager, meetings with activity staff and dining meetings with the chef.

Some people and relatives told us they had completed surveys in the last 12 months. One person told us, “I talk to staff all the time, if there is anything I need to go through with them.” Relatives told us, “I feel his voice is heard in there, he talks to the chef about his food preferences, and he decides what he does.”

There was a complaints policy in place, and we saw that any issues raised were responded to promptly.

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

People were supported to access care and support. The home was fully accessible for people, with wide corridors and adapted toilets and bathrooms. All areas within the service were wheelchair accessible, with dementia friendly signage displayed to help to orientate people.

People had access to external support and services when required. Health professionals and specialist input was clearly recorded in people’s care documentation.

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

People’s rights were respected regardless of a person’s cultural, health or social differences. People told us they felt they were treated fairly and their individual needs were respected and valued.

Staff supported people to have equal access to care, experiences, and outcomes whenever possible. For people who were unable to access group activities in communal areas or go out of the home due to their health needs, activity staff spent time with them in their rooms to ensure they could participate in meaningful activities and did not become socially isolated. When people went out on trips accessible transport was available.

Care plans reflected individual goals, and people were supported to achieve positive outcomes. Staff understood the importance of inclusive care and worked to remove barriers. For example, activity staff told us a wheelchair accessible boat trip had taken place to ensure people who used a wheelchair could participate.

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 end of life plans and were asked about their wishes for their care if appropriate. Staff told us how they supported people at the end of life and we received positive feedback from relatives about how their loved one was supported by staff with their end-of-life care.

Do not attempt resuscitation (DNACPR) and Recommended Summary Plans for Emergency Care and Treatment (ReSPECT) forms were in place detailing people’s wishes and choices, these had been discussed with the person and any family involved in significant discussions about treatment and future care.

Medicines were requested when a person was identified as nearing the end of their life, to ensure people’s symptoms were controlled and help them to remain pain free.

People and families were able to share their wishes. One relative told us, “We have had care plans and reviews, but we have been involved in her plan for end of life [FS1]wishes as we want her to stay at the home, so that's in place.”

Staff received training and were experienced in dealing with end-of-life care for people. Staff told us they felt they provided a high level of support to people at the end of their lives. The registered manager told us the provider was looking at incorporating a national good practice initiative for end-of-life care.

When a person passed away staff celebrated the persons life, there was a tradition within the home of placing a framed photograph of the person on the piano on the ground floor as a remembrance and celebration of their life. When a person was leaving the building for the last time, staff lined the exit as a form of respect and to say their final goodbye to the person.

People living in the home were supported to attend funerals or the home facilitated a live streaming if appropriate. Some families also chose to have a gathering at the home following their loved ones funeral. Staff told us, “We support people’s individual wishes, we try and respond to people’s needs and requests.”