Eaton Court

At the last inspection of this service in January 2017 we rated this service as requires improvement in safe and well-led, which meant the quality rating of the service was requires improvement overall. We found two breaches of legal requirements because staff were not completing monitoring charts which showed the amount of fluids and support people were receiving and there was a failure to ensure documents were up to date and showed a full and contemporaneous account of people's needs and how their welfare was being monitored. There was a lack of an effective auditing system to ensure people's need were met. These issues were breaches of Regulation 9, Person-Centred Care and Regulation 17, Good Governance of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. During this inspection we found improvements had been made to meet the relevant requirements.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions safe and well-led to at least good. We found at this inspection people were receiving appropriate care and support and this was documented. We found the service was monitored appropriately and effective auditing and monitoring was in place to help staff assess if people's need were met.

Eaton Court is a 'care home'. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission regulates both the premises and the care provided, and both were looked at during this inspection. Accommodation was provided for up to 45 people over two floors. Eaton Court is close to a bus route, and local facilities are within walking distance. During our inspection there were 35 people using the service.

The service has a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff protected people from harm and abuse and understood how to report concerns to the management team, local authority and to the Care Quality Commission. This helped to protect people.

Staffing levels were monitored daily to make sure there was enough skilled and experienced staff to meet people's needs. Staff undertook training in a variety of subjects to maintain and develop their skills. Supervisions and appraisals were provided to support staff and to identify any further training needs. Staff recruitment procedures were robust.

There were adequate infection prevention and control measures in place at the service. General maintenance was undertaken. Accidents and incidents were monitored and emergency plans were in place

to help to protect people's health and safety.

Medicines were effectively managed. People received their prescribed medicine in a timely way from staff who undertook this safely.

People's preferences for their care and support were recorded. People were treated with dignity and respect. Care records were personalised and people's communication needs were known by staff. Risks to people's wellbeing were monitored and staff encouraged people to maintain their independence, where possible. Staff contacted health care professionals for help and advice to maintain people's wellbeing.

People's mental capacity was assessed. We found care and support was provided in line with the Mental Capacity Act 2005. Staff encouraged people to make choices about how they wished to live their life, where possible.

People were treated with kindness and their diversity was respected. There was a confidentiality policy in place for staff to follow. Care records were stored securely in line with current data protection legislation.

A complaints policy was provided to people and issues raised were dealt with. Information was provided about advocacy services so people could gain help to raise their views, if they wished.

Visiting was permitted at the service. People were encouraged to maintain contact with family and with friends. There was a programme of activities provided for people, which now occurred at the weekend.

The registered manager was open and transparent. Quality assurance checks and audits were taking place to maintain or improve the service. A new electronic care record system was being introduced to free up staff and to ensure care records were always kept up to date. The environment was being further enhanced for people living with dementia. Work was being undertaken to ensure people who preferred to spend their time in their bedroom from becoming socially isolated. The registered manager was looking at how the location of staff at the service could be indicated to people living there and to visitors.

The five questions we ask about services and what we found