About the service Eagle View Care Home is a residential care home providing personal care to up to 42 people. The service provides support to older people and people living with dementia. The service can also support younger adults and adults with a physical disability. At the time of our inspection there were 26 people using the service.
People’s experience of using this service and what we found
People were not protected from the risk of abuse and improper treatment. Risks to people were not always appropriately assessed, managed, and mitigated. There were medicine stock discrepancies which could not be accounted for. Some areas of the service required cleaning and maintenance. There were some gaps in required recruitment checks.
People’s needs were not always fully assessed. Where people’s needs had been assessed, these needs were not always met. There were sufficient numbers of staff, but they were not always appropriately trained or deployed. Mealtimes were not always person-centred.
People were not always treated with dignity and respect. People were not always fully supported to be independent. We received mixed feedback from family members as to whether they were involved in their relatives’ care.
People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the systems in place did not support this practice.
People were not supported to take part in a range of meaningful activities. On the first day of our inspection there was limited interaction between staff and people using the service. Care was not person-centred, and people’s needs and preferences were not always met. People’s communication needs were not always robustly considered or met.
The culture of the service was not person-centred. Systems and processes had not identified or resolved in a timely manner concerns around person-centred care, safeguarding and dignity and respect. The provider’s systems and processes were not established or operated effectively to assess and monitor the service, and to ensure continuous learning and the improvement of the quality of care. The quality of the service had deteriorated since our previous inspection.
The manager had arranged safeguarding training and had raised awareness of safeguarding and whistleblowing procedures. People we spoke with were happy with the care provided. Medicines were stored safely and securely. A home improvement plan was in place.
Staff confirmed they had regular supervisions, and these were useful. People’s weight was monitored, and referrals made to the dietician where appropriate. People had access to a regular GP who carried out a weekly visit. During the second day of our inspection, we observed kind, caring and attentive interactions between staff and people. A new activities co-ordinator had been recruited.
Information about making a complaint was accessible for people and their relatives. People’s end of life wishes were recorded in their care plans. Staff generally told us they felt supported by management and staff told us they felt more able to raise a concern now, than previously. The manager had introduced ‘resident of the day’ to involve people more and gather feedback about their experience of the service. Most relatives told us they were kept up to date and were involved in discussions.
For more details, please see the full report which is on the Care Quality Commission (CQC) website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 28 September 2022).
Why we inspected
We received concerns in relation to staff practice and the culture of the service. As a result, a decision was made to undertake a focused inspection to review the key questions of safe, effective, and well-led. Due to concerns identified during the inspection, the scope of the inspection was widened to include all five key questions.
We have found that the provider needs to make improvements. You can see what action we have asked the provider to take at the end of this full report.
You can read the report from our last inspection, by selecting the ‘All inspection reports and timeline’ link for Eagle View Care Home on our website at www.cqc.org.uk.
Enforcement and Recommendations
We have identified breaches in relation to person-centred care, dignity and respect, safe care and treatment, safeguarding, staffing, recruitment, and governance at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.
The overall rating for this service is ‘Inadequate’ and the service is therefore in ‘special measures’. This means we will keep the service under review and, if we do not propose to cancel the provider’s registration, we will re-inspect within 6 months to check for significant improvements.
If the provider has not made enough improvement within this timeframe and there is still a rating of inadequate for any key question or overall rating, we will take action in line with our enforcement procedures. This will mean we will begin the process of preventing the provider from operating this service. This will usually lead to cancellation of their registration or to varying the conditions the registration.
For adult social care services, the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it and it is no longer rated as inadequate for any of the five key questions it will no longer be in special measures.