Eltandia Hall Care Centre

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last inspection we rated this key question good. At this assessment, the rating has remained good. This meant people continue to be safe and protected from avoidable harm.

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 had a proactive and positive culture of safety, based on openness and honesty. Managers and staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

People were encouraged and supported to raise safety concerns with the provider. Managers and staff understood the importance of reporting safety concerns and learning lessons when things went wrong. A relative gave us an example and told us, “When I was worried about the carpet in my [family members] bedroom getting soiled and smelly they [The managers] quickly replaced it with easier to clean and more suitable wooden flooring which solved the hygiene issue straight away.”

Systems were in place to support staff to report and record safety concerns and events when these arose. Managers investigated safety concerns and events and used the learning from these to support staff to continually improve their practice, reduce risk and keep people safe.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care.

Information was obtained from people, and others involved in their care, about people’s individual needs and risks they might face. This was used to develop individualised care and risk management plans to ensure people received safe and appropriate care and support from the moment they moved into the care home.

The provider worked with people and external health and social care partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

Managers and staff understood how to safeguard people. They knew how to recognise and report abuse and were able to articulate how they would spot signs if people were at risk of abuse or harm. A member of staff told us, “I’ve had safeguarding training as part of my induction and I know what abuse and neglect are and that it’s totally unacceptable here. If it does ever happen I know I have to report it to our managers and senior staff right away.” People told us they felt safe living at the care home. Managers worked proactively with the relevant external health and social agencies, when a concern was raised, and took appropriate action to safeguard people from further risk, when this was required. A relative told us, “Wehave a good relationship with themanagers and staffand feel confident that theywould deal with any concerns we might have about abuse or neglect.” An external care professional added, “I do believe our clients are safe at this care home.”

The service was working within the principles of the Mental Capacity Act 2005 (MCA). Staff understood people’s capacity to make decisions about the care and support they received. Managers and staff had received up to date safeguarding, mental capacity and Deprivation of Liberty Safeguards (DoLS) training.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Staff ensured potential risks people might face were mitigated, so that people remained safe when taking part in activities and events of their choice. People moved freely around the care home and spent their time as they wished, with no unnecessary restrictions. Staff were aware of where people were and remained present and available in case people required their assistance. A relative told us, “All the staff seem to be aware of the risks my [family member] may face.They [staff] ensure she is regularly checked for signs of bed sores and her personal care needs met.” People’s care records contained up to date, sufficiently detailed and accurate information, which ensured staff had access to all the guidance they needed to prevent or appropriately manage identified potential risks people might face and to keep them safe. A staff member said, “We have lots of excellent risk management plans to follow and ongoing training that teaches us how to keep people safe who might be at risk of developing pressures wounds or falling over and injuring themselves.” Systems were in place to ensure risks to people were continually assessed, monitored and reviewed.

People told us the care homes physical environment was safe and always kept clean. The premises were kept free of obstacles and hazards which enabled people to move safely around the home. Cleaning staff were a visible presence in the care home, maintaining the environment to a good standard of hygiene.

There are effective arrangements to monitor the safety and upkeep of the premises. Regular checks were completed to help ensure the safety of the home’s physical environment and their fire safety equipment. There was clear guidance available to staff to follow to help them deal with emergencies. For example, in relation to fire safety we saw personal emergency evacuation plans were in place to help staff evacuate people in an emergency. General risk assessments were regularly reviewed and updated including, reference to equipment used to support people, such as mobile hoists. This equipment was regularly serviced and maintained. Maintenance records demonstrated the environment was maintained to a good standard. For example, lifting and baths servicing took place regularly and visual checks were completed for bed rails, window restrictors and other equipment.
 

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

The provider operated safe recruitment practices and only fit and suitable staff were employed to work at the care home.

Staffing levels matched the staff duty rota on the day of our site visit. Staff were visibly present throughout this assessment and were quick to respond to people’s questions and requests for support. For example, we saw several instances of staff responding promptly to people who had activated their call bell alarm. Staff were also vigilant when people were moving around the care home. People told us the care home was adequately staffed. A relative said, “Whenever I visit the care home which is quite often I see there is always enough staff on duty. In addition, when my [family member] has to attend a hospital appointment the management always arranges for a member of staff to go with them.” An external care professional added, “Based on the findings of our ongoing quality assurance monitoring of the service we found the service was adequalty staffed.” Staff were well-trained to meet people’s individual needs, in line with their choices and preferences and encouraged to continually improve in their role. Staff received a mixture of e-learning and in-person practical and theoretical training, which was routinely refreshed as frequently as staff required it including, competency-based assessments. An external care professional told us, “Staff are well-trained at the service.”A member of staff added, “The training we have here is excellent. Plenty of it and its always ongoing.”

Staff had ongoing opportunities to reflect on their working practices and to identify any further training, learning or support they might need. Staff had regular individual and group meetings with their fellow peers and line managers.

The provider had a proactive and positive culture of safety, based on openness and honesty. Managers and staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

People were encouraged and supported to raise safety concerns with the provider. Managers and staff understood the importance of reporting safety concerns and learning lessons when things went wrong. A relative gave us an example and told us, “When I was worried about the carpet in my [family members] bedroom getting soiled and smelly they [The managers] quickly replaced it with easier to clean and more suitable wooden flooring which solved the hygiene issue straight away.”

Systems were in place to support staff to report and record safety concerns and events when these arose. Managers investigated safety concerns and events and used the learning from these to support staff to continually improve their practice, reduce risk and keep people safe.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

Medicines systems were well-organised and safely managed. Medicines stocks, balances and records showed people consistently received their prescribed medicines as and when they should. People confirmed they received their medicines as they were prescribed. A relative told us, “I visit the care home quite often and when I get the chance I will speak to the nurses in-charge, so I’m confident my [family member] gets the medicine’s they’re prescribed when they should.”

Care plans included detailed guidance for staff about how people needed and preferred their medicines to be administered. Staff received relevant training and their competency to continue managing medicines safely was routinely assessed. Staff were clear about their roles and responsibilities in relation to the safe management and administration of medicines. There were regular audits of medicines at the service. This included regular checks of staff’s practice to ensure they remained competent to administer and manage peoples prescribed medicines safely.