What the CQC found at Ellesmere House

Inspectors saw care being delivered without rushing. Staff responded to people's needs and answered call bells promptly.

“During our observations we saw that people's care was delivered in an unhurried way and the atmosphere on the units was calm and orderly.” from the report

The home had protective equipment, staff training and visiting arrangements designed to reduce infection risks.

“People were protected by good infection control practices which were based on current guidance from the government and local public health professionals.” from the report

Staff supported people patiently at lunchtime. Drinks and snacks were available, and staff encouraged people to drink.

“We observed how people were supported at lunch time on each of the four units and found that staff provided support in a patient and relaxed manner.” from the report

Staff mainly felt supported by the management team. The home used meetings and other arrangements to keep staff informed during the pandemic.

“Staff predominantly told us they felt supported by the senior management team at the service.” from the report

The home supported phone and video contact and introduced booked garden visits, with a standby list for cancellations.

“The visits in the garden scheme offered a booking service to promote a fair allocation of visits and there was also a standby list for relatives and friends in case of last-minute cancellations.” from the report

Relatives gave different accounts of whether there were enough staff. Inspectors also heard that the working environment could become pressured when short-notice cover was unavailable.

“We received comments that on occasions staffing cover from the clinical lead or another employee could not be arranged and this resulted in a pressurised working environment.” from the report

The home had received an increased number of safeguarding concerns during the pandemic. Some investigation outcomes were still outstanding when inspectors visited.

“At the time of our inspection visit the provider was awaiting the investigation outcomes from the local authority safeguarding team for some of these concerns.” from the report

On one unit, a stained tablecloth, an incorrect description of a meal and limited table equipment affected the dining experience. Inspectors recommended professional guidance for supporting people living with dementia.

“We recommend the provider seeks professional guidance to improve the dining experience for people living with dementia.” from the report

The premises were clean during this inspection, but relatives said the mice problem found at the previous inspection was continuing. The provider was still taking action.

“We received comments from relatives during this inspection that the mice infestation was an ongoing problem, which the provider was still taking action to address.” from the report

The provider's monitoring found that one-to-one staff supervision meetings, paused during the pandemic, needed to restart.

“This report identified areas for improvement, for example it was noted that one to one staff supervision meetings which had been paused during the height of the pandemic needed to recommence.” from the report