Eccleston Court Care Home

The provider had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. Staff stated they did not have time to read care plans. The facilities and equipment in Park Suite did not meet people’s needs, it was not clean or well-maintained, and not all risks were mitigated. There was not enough staff to support people residing on Park Suite and staff were not receiving training to support people with Dementia. Managers made sure staff received regular supervision, staff meetings and appraisals. Staff did not manage medicines well.

It was not evident on care plans how people and families were involved in assessments of their needs. However, staff reviewed assessments taking account of people’s communication, personal and health needs. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services.

People were treated with kindness and compassion, feedback from people and families corroborated this. Staff protected people’s privacy and dignity. They treated people as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. The management team supported staff wellbeing.

It was not evident how people were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback and were confident the management team took it seriously and acted on it. The service was easy to access, and the provider worked to eliminate discrimination. People received fair and equal care and treatment. Staff worked to reduce health and care inequalities through training and feedback.

The provider and staff did not have a shared vision and culture based on listening, learning and trust. Managers were visible in Eccleston Court; however, leadership was lacking in Park Suite. Staff deployment was not effective as there was not enough staff in Park Suite, however, staff felt supported to give feedback and were complimentary about management support. Governance systems were not picking up issues we found with medication management, Park Suite environment, infection prevention and control and staff training for dementia care. Staff understood their roles and responsibilities. Managers worked with the local community and partners to deliver the best possible care, and new ideas had been implemented since the management team have been in post.

At this inspection the provider was in breach of three regulations which were:

Regulation 12, Safe care and treatment, of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

Regulation 17 Good governance of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We have asked the provider for an action plan in response to the concerns found at this assessment. The provider was in breach of regulation 17 at the previous inspection, this was in continued breach for this regulation.

Regulation 18 Staffing of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We have asked the provider for an action plan in response to the concerns found at this assessment.