What the CQC found at Eagles Mount Care Home

Inspectors saw kind and friendly interactions. People and relatives generally said staff were caring and respectful.

“People told us staff were kind and caring and treated them with respect.” from the report

The home offered activities during the week and sought people's views when planning them. Staff also supported trips and outside activities.

“Activities were arranged and planned by seeking feedback from people who use the service.” from the report

People and relatives knew how to complain. The report says complaints were investigated and answered within the agreed time.

“Any reported concerns and complaints had been thoroughly investigated and responded to within the agreed time.” from the report

Medicine staff had training and competency checks. Medicines were ordered, stored and disposed of safely and securely.

“Medicines were ordered, stored and disposed of safely and securely.” from the report

Important risks, including dehydration, leaving the home and health conditions, were not always assessed or recorded. This meant staff did not always know how to reduce risks.

“Risks to people had not always been assessed and the provider had not done all that is reasonably practicable to reduce the risks of harm.” from the report

There were times when too few staff were available. One call bell record showed a wait of more than 15 minutes, and some people could not attend activities because they were still in bed.

“There were not always enough staff to ensure people's needs were met in a timely manner.” from the report

Two incidents were not referred properly to the local safeguarding team, so outside scrutiny could not take place.

“The registered manager had not always followed local safeguarding procedures and had not made appropriate referrals to the local safeguarding team following two incidents where people had been at risk of potential abuse.” from the report

Some people had no care plan, while other plans did not explain their preferences or how they wanted care delivered. Communication care plans were also not in place for people who needed them.

“The care and treatment of people using the service did not always met their needs or reflect their preferences.” from the report

Some consent records were blank or missing. Mental capacity assessments and best-interest decisions had not always been completed, and one person was restricted unlawfully.

“People had not always been supported to make decisions about their care and treatment within the principles of the MCA.” from the report

Many staff had not completed training for supporting people with learning disabilities or autistic people. Other training, including moving and assisting, had not always been refreshed.

“Staff had not always received training and refresher training to fulfil the requirements of their role.” from the report