Ellasdale Road

We found the following examples of good practice.

Staff had supported people to understand the COVID-19 pandemic and the reasons for the restrictions in place. A relative told us, "When we did see (name of person) we talked about the virus and I could tell he understood. He wasn't thrown by it. That just proves they were obviously explaining things in a way he would understand. It definitely helped to keep him on an even keel."

People had been supported to continue an active lifestyle, despite the restrictions caused by the pandemic. Staff accompanied people to access the community and go for walks and new activities, such as online Zumba, had been trialled.

Relatives spoke positively about the care provided and the way the home had communicated with them throughout the pandemic. One relative told us, "The communication has been excellent. They are very open." Another said, "They have done whatever they can to make it possible for us to visit and I have every confidence."

Relatives had recently been able to resume visits. There were clear procedures in place, including testing, temperature checks and wearing of personal protective equipment (PPE). A lounge area had been made available for visits, which were by appointment. When visiting had not been possible, people had been supported to keep in touch via telephone and video calls. One relative told us, "They did their utmost to facilitate how we kept in touch with (name of person)." Another said, "They have been brilliant, I can't praise them enough."

Staff felt supported. There was a provider funded external counselling line that staff could access free of charge. The acting manager was a counsellor and used counselling skills to support or signpost staff as appropriate. One staff member told us, "If I do need help I talk to (acting manager) and he is very supportive."

The provider had a clear and user-friendly infection prevention and control policy, which included links to additional guidance. There were clear procedures in place, which were understood and followed by staff. All staff had received additional training to support them in their roles during the pandemic.

The five questions we ask about services and what we found