Eagle Wood Neurological Care Centre

People told us they felt safe. Staff had completed safeguarding training. Policies and procedures were in place and staff understood how they could report concerns outside of the care home if needed. Whilst we did find 3 incidents had not been reported to safeguarding, we found the registered manager acted promptly and no further actions were required.

Safe systems were in place to manage risk, and the care home was clean. We identified some improvements were required to medicine processes, and these were acted upon promptly by the registered manager.

People’s health and care needs were assessed to ensure the service could meet their needs. People were supported by staff who had received comprehensive training to provide effective support. Staff worked with other health professionals to ensure people received the right care and treatment. Staff had received training in the Mental Capacity Act and were aware of the importance of choice and consent.

We observed staff had positive interactions with people and spoke about them in a kind and respectful way. People’s individual preferences and needs were sought and understood by staff. Guidance was available for staff to respond to people’s immediate care needs to reduce the risk of avoidable distress or discomfort. Staff told us they felt the provider had very good systems and processes in place to support their wellbeing and development.

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.

The provider had a range of policies and procedures that guided staff on how to support people in a safe, effective, caring and responsive way. The registered manager and nominated individual promoted an open and positive culture at the care home. This allowed the service to consistently learn and further improve outcomes for people.