Eagle Wood Neurological Care Centre

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

Care records were detailed and reflected people’s needs. Whilst we found more detail was required for some specific health care and communication plans, overall the care records demonstrated a person-centred and detailed approach to care planning. This meant staff were meeting people’s needs in a consistent way. People were offered meaningful activities and engagement, which was mostly provided on a 1:1 basis due to the support needs of people. However, larger activities were planned for and took place.

A complaints procedure was available, and people and their relatives told us they were confident to speak with staff. Information was available in different formats dependent upon communication needs. People’s end of life decisions had been recorded in their care plans.

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.

People, and their relatives, told us they were kept informed about any changes to people’s health, wellbeing or support needs. Monthly care plan reviews took place with people, or their relatives if appropriate. One relative told us, “[Person’s] personal care is getting better. [Person] can now do some of it [themselves].” Other relatives told us staff provided personalised care which recognised people’s complex needs. This included staff returning to people should they not wish for their support and care to be provided at a specific time.

Relatives told us they were requested to provide information about people’s life history and preferences, when they moved to the care home. One relative said, “I am kept informed and am invited to management meetings when [person’s care] is being discussed.”

Staff told us they were aware of people’s needs, and this was evident through our discussions and reviews of documentation. Staff told us they were kept informed if people’s needs changed, and staff told us they inform relatives of any changes when it is appropriate.

We observed kind, patient and dignified interactions between staff and people. We observed staff providing responsive support to people who were mobilising, to ensure they were safe and supported correctly.

We observed many occasions whereby staff supported people in an individualised and person-centred way. These interactions were intended to provide feelings of safety and purpose to people, and we observed people responded positively to this approach.

People and their relatives told us health professionals were involved in their care if they were needed. This included the providers own therapy team, and professionals visiting the care home. People were supported to participate in activities within the home, and the community. Specific events, such as firework displays and holiday parties took place, which allowed people to join in celebrations.

Staff told us people were encouraged to be involved with local community activities and events. If people were unable to attend in person, events were held at the care home. This included Christmas pantomimes, street food events, and charity events such as supporting the local food banks.

Furthermore, staff told us people responded positively to therapy animals visiting the care home, which included ponies and therapy dogs. One staff member told us, “[Person] loves going out shopping, so a lot of activities are focused on that. Another person likes horses, so we are currently planning on taking [person] to see some horses [in the community].”

Local commissioning teams provided feedback which demonstrated how the provider contacted additional health services where needed, and the provider employed specific health professionals, such as physiotherapists and speech and language therapists, as part of their contractual agreement.

The management team had clear processes in place to meet people’s needs in a flexible way. Where specific support hours were needed for people, we saw these were organised and delivered appropriately.

People and their relatives told us of the differing communication provisions which were in place to meet people’s needs. This included specific communication devices and aids.

Staff mostly understood the different formats of communication methods, and additional support for staff was arranged by the registered manager when it was identified and required.

Staff and managers understood the importance of effective communication being made available for all and ensuring information was up to date and reviewed regularly.

Systems were in place to aid communication between people and staff, which included communication devices. However, care plans surrounding devices, and staff knowledge required improvement during the assessment timescale. The registered manager ensured staff training, information sessions and care plan reviews took place without delay.

Other systems, for improving communication, such as easy read documents, were available. Communication care plans appropriately described people’s communication needs and aids such as language translation cards and pictorial boards were available.

People and their relatives, where appropriate, told us they were involved in the planning of care. Where people were unable to fully participate, we observed staff had regular communication with people, to find out their preferences at that moment in time. Information relating to advocacy was available, and during our assessment some people were using advocacy services.

Relatives told us they knew how to raise concerns or complaints if they needed to. One relative said, “I would know how to complain.” Another relative said, “I had some issues with care over a year ago, but I was listened to and action was taken.”

The management and staff team told us they were aware of the importance of involving people in making decisions about their care. Opportunities for this took place as part of the formal care planning and review process, during general resident and relative meetings and during specific staff multidisciplinary care meetings.

Information was freely available at the care home informing people how they could provide feedback about the care home, and a family support officer was also employed at the care home. We found suggestions were collected and acted upon by management, and information on how to raise issues or complaints were in place.

Regular resident and relative meetings had been scheduled and the registered manager demonstrated how feedback from these meetings were reviewed for actions to be taken. We found meetings provided opportunity to discuss care provision, the environment, activities and menus. An effective referral process was in place should people require an independent advocate.

People had access to health professionals. This included visiting professionals, and the providers own multi-disciplinary team.

The registered manager told us they had good working relationships with community services, and demonstrated to us how they act upon any concerns which may arise. This included safe systems to ensure appropriate communication with external healthcare teams, and the provision of medical equipment or medicines.

We received feedback from partners which demonstrated the management and staff team made appropriate referrals and requests for additional health services when needed.

The management team described and demonstrated good processes to ensure people were reviewed by healthcare professionals when needed. This included early identification of any change or concern, and staff support to access specialist input.

The provider had specific health professionals employed at the care home, which included Neurological specialists, speech and language therapists and physiotherapists. The nominated individual told us these positions were in place as part of the contractual agreement with the local authority commissioners.

People were supported to work towards and achieve their goals, choices and outcomes. One person told us they had received specific support from staff which enabled them to speak to wide audiences about their experience of their health condition and healthcare support.

Staff understood how to care for people equally and recorded the support they provided to people. People’s unique needs and identity was recorded within their care plans, which staff had access to. Staff told us they received support and guidance to meet each person’s needs to support their wellbeing.

A clear policy and commitment on equality and diversity was in place. This encouraged staff to treat people well and provide people with equal opportunities. Health care professional records documented visits and communication with health care professionals, advice given and any follow up actions to complete.

People and their relatives, where appropriate, told us they were involved in decision making and planning for the future. People were appropriately included in planning future care, and care plans were in place which detailed specific needs and requirements, such as family involvement and spiritual support.

One relative told us, “Staff know [person’s] end of life wishes.”

Staff demonstrated their commitment to gaining and understanding people’s individual needs and involving them and their relatives in making decisions for the future.

Staff told us they were supported by their peers and managers to provide complex and palliative care. This included specific training and 1:1 support when it was required. Managers evidenced their understanding of the importance of collaborative working to support staff, and to meet people’s specific needs, which sometimes included responding quickly to changing needs.

The management team had processes in place to seek and record people’s preferences and decisions about their future care and support. This included specific care plans and advance decision-making documents. Staff had received end of life training and told us they were confident in complex and palliative care provision.