- Care home
Eltandia Hall Care Centre
Assessment report published 28 May 2025
Contents
Ratings
Our view of the service
Date of Assessment: 25 to 27 March 2025.
Eltandia Hall Care Centre is a care home providing nursing and personal care and support to older people living with dementia. At the time of our assessment there were 80 people living at the care home, of whom 3 had a learning disability.
We undertook this unannounced onsite responsive assessment because we received concerns in relation to the safety and standard of care a service user was provided. We reviewed all 15 quality statements associated with the 2 key questions, Is the service safe and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating. This assessment was conducted by 2 Adult Social Care inspectors.
The service is used by people with a learning disability but is not registered as a specialist service. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
At this assessment we found the service remains rated good overall. The service continued to support people to stay safe. Staff understood and managed risks. The environment was clean and a comfortable place for people to live. Staff recruitment practices were safe. There were enough staff with the right levels of knowledge, skills, and experience to safely meet people’s needs. Staff understood their roles and responsibilities. Staff were valued and supported with their learning and development, as well as wellbeing. Managers ensured staff received all the relevant and update training and supported they needed to perform their roles and responsibilities well. Infection risks were managed well. Staff also managed medicines safely.
The management of the service remained consistent and stable. The service had a new registered manager supported by an experienced deputy manager and a senior management team. All these managers were visible, knowledgeable and supportive of staff. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Managers and staff had a shared vision and culture based on listening, learning and trust. Governance systems were operated effectively. Managers investigated incidents thoroughly. Records well-maintained and managed. The service had a good learning culture of improvement and inclusivity which had led to people experiencing positive outcomes. People knew how to speak up and were confident the service took their feedback seriously and acted on it. Managers and staff worked in partnership with external health and social care professionals and bodies to deliver the best possible care and support to peoples. There was a culture of continuous improvement and the service was receptive to new ideas.
People's experience of this service
During this assessment we received feedback about the care home from 5 people living there, 3 relatives and 2 external health or social care professionals.
People were positive about the quality of the care and support they received at the care home. People said they felt safe and happy living there. Relatives confirmed this and told us people were looked after well and received safe care and support at Eltandia Hall Care Centre. Typical comments included, “For me the managers and staff all do their best to help my [family member] and all the other residentsto stay happy and safe,” “We feel our [family member] is cared for in a safe and caring environment by kind andwell trainedcarers. The staff are all very kind and compassionate towards my [family member] and treat her with the utmost respect. Overall, we are extremely happy with the care she receives atEltandiaHall Care Centre” and “People who live at the care home are treated well.”
There was an open, friendly and welcoming culture at the service which people and relatives described as ‘caring.’ People’s safety was prioritised and staff knew how to keep people safe from abuse or harm. People were supported by staff who were skilled and experienced and provided care in line with their choices and preferences.
People were complimentary about the way the care home was led by the managers. People described the managers as accessible, approachable and friendly. People were supported to have their say and share their views and concerns. An external care professional told us, “The service is well-managed as the leadership team who are in day-to-day charge there remain good.” This ongoing feedback and people’s experiences were used to continually improve the quality and safety of the service.
Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care. This approach showed people were included and listened to and staff consistently interacted positively with them.