Eastbourne 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Improvements had been made in ensuring people received person-centred care which met their assessed needs and choices. Care plans were personalised and contained detail on how people wished to receive their care. One person told us, “The staff have a pretty good idea what I like.” However, further and sustained improvement was needed in involving people and their relatives in care planning and reviewing. One relative said, “I’ve not been involved with reviews of his care…the communication is not always good.” People and relatives confirmed that people could access personalised activities if they wished to.

Staff knew the people they supported well and worked effectively with healthcare professionals to provide care that responded to their needs. There had been no admissions into or transfers out of the service since our last assessment, but systems were in place to ensure this was done in a way that was responsive to people’s needs and choices.

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

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people in decisions about their care or tell them what had changed as a result. Meetings and surveys were used to obtain feedback, and records showed some examples of feedback being acted on. However, care plans and decisions did not always contain evidence of people’s involvement.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records showed that staff worked with healthcare professionals to obtain appropriate support for people.

Staff and leaders 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. Policies and procedures were in place to support this.

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. Systems were in place to ensure people’s wishes were sought and recorded.