What the CQC found at Eastcote Park Care Home

Care plans were written with people and relatives and reflected individual preferences, beliefs and values.

“Care plans were developed in partnership with people and their relatives to ensure they were in line with people's preferences, religious and cultural beliefs and values.” from the report

People spoke highly of staff and inspectors saw thoughtful support that helped people feel included and comfortable.

“People were very happy with the care they received. They said staff were like 'best friends' and all felt they received a high standard of care.” from the report

The home offered a broad programme of activities and spaces where people could follow interests, meet others and maintain social and spiritual connections.

“People were encouraged to engage in a wide range of activities to enable them to follow their interests and develop new ones.” from the report

Staff training was up to date, and new staff were supported through induction and time working with experienced colleagues.

“Staff training was up to date. Staff said training was good and easy to access.” from the report

People, relatives and staff described the management as supportive and approachable. Inspectors found regular meetings and systems to monitor quality.

“People and relatives were positive about the registered manager and the culture of the home which we saw was open, friendly and inclusive.” from the report

Some guidance for medicines taken when needed was not clear or person-centred enough to ensure they were always given consistently. The deputy manager said this would be reviewed.

“We found clearer, more person-centred guidelines would ensure these were always given consistently.” from the report

There was no daily recorded check that medicine patches stayed in place, and staff did not consistently record where patches had been applied. New systems were put in place during the inspection.

“There was no system of daily recorded checks to ensure the patches remained in place and staff were not consistently recording the site of application.” from the report

Bedrooms on the dementia care floor did not have items such as photographs or memory boxes to help people identify them. The manager said these would be introduced if needed.

“The top floor of the home supported people living with dementia, but there was nothing to help people identify individual bedrooms such as photographs or memory boxes.” from the report

Care plans included emergency treatment information, but did not fully record people's religious, cultural and personal wishes for their final days. The manager had identified this for improvement.

“We found further information in respect of any religious, cultural or personal wishes would ensure people spent their final days as they wished to.” from the report

One relative felt the home could have acted more quickly when making referrals and reporting concerns. This was feedback about responsiveness rather than a stated breach.

“One relative said the home could have been quicker to respond to requests for making referrals and to report concerns.” from the report