Eltandia Hall Care Centre

We undertook this unannounced onsite responsive assessment because we received concerns in relation to the safety and standard of care a service user was provided. We reviewed all 15 quality statements associated with the 2 key questions, Is the service safe and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating. This assessment was conducted by 2 Adult Social Care inspectors.

The service is used by people with a learning disability but is not registered as a specialist service. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

At this assessment we found the service remains rated good overall. The service continued to support people to stay safe. Staff understood and managed risks. The environment was clean and a comfortable place for people to live. Staff recruitment practices were safe. There were enough staff with the right levels of knowledge, skills, and experience to safely meet people’s needs. Staff understood their roles and responsibilities. Staff were valued and supported with their learning and development, as well as wellbeing. Managers ensured staff received all the relevant and update training and supported they needed to perform their roles and responsibilities well. Infection risks were managed well. Staff also managed medicines safely.

The management of the service remained consistent and stable. The service had a new registered manager supported by an experienced deputy manager and a senior management team. All these managers were visible, knowledgeable and supportive of staff. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Managers and staff had a shared vision and culture based on listening, learning and trust. Governance systems were operated effectively. Managers investigated incidents thoroughly. Records well-maintained and managed. The service had a good learning culture of improvement and inclusivity which had led to people experiencing positive outcomes. People knew how to speak up and were confident the service took their feedback seriously and acted on it. Managers and staff worked in partnership with external health and social care professionals and bodies to deliver the best possible care and support to peoples. There was a culture of continuous improvement and the service was receptive to new ideas.