Eastbourne 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.

At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

The service was in breach of legal regulation in relation to supporting people to maintain their independence and engage with the community.

This service scored 55 (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 treated people with kindness, empathy and compassion and staff respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives described staff as caring and kind. One person told us, “The staff are nice to me.” During our visit we saw lots of kind and compassionate interactions as staff were supporting people.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff worked hard but sometimes only had time to provide task-based care and were unable to spend meaningful time with people. We saw food and drinks being left in front of people for extended periods of time rather than being brought to them when they wanted it. One person told us, “The staff have no time to talk. I just sit here all day.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. During our visit we saw that most people spent the majority of their time in their bedrooms, with little social engagement with other people or staff. Activities staff had recently left the service, and no arrangements had been put in place to provide social, cultural or religious engagement in their absence. One person told us, “There’s no activities, I just sit all day.” A member of staff said, “The residents are very unsettled, they are not getting any stimulation.”

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. During our visit we saw staff responding quickly and appropriately to people’s requests for support. One person said, “I’m safe here, having staff around.”

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. During our previous assessment staff felt the provider did not always care about and promote their wellbeing. Staff told us they continued to feel that their wellbeing was not supported at this latest assessment, and that this had been affected by ongoing changes in leadership at the service. One member of staff said, “Morale is at rock bottom.”