Eastham

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Despite the manager being new in post we observed that management and staff had a strong shared sense of purpose to care for people demonstrating a positive culture. Time was required to build relationships between management and staff but both felt positive about the direction moving forward together. The new manager was supported well by the regional operations directors. People and staff felt confident to voice their concerns and actions were taken in response. Professionals spoke positively about the staff and the care that they provided to support people’s health.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The staff we spoke with told us they enjoyed working at the service and felt they provided good care to people using the service. A staff member told us, “Staff are happy here and will always speak up if needed. The best thing about working here is caring for residents.” Another staff member said, “I think we give the best care we can. We recently had a letter from the district nurse service praising the care here.”

The organisation’s mission statement and values were on display at the service. The mission statement and values of the organisation were also seen to be discussed in staff meetings. A new manager had recently started at the service but had worked for the organisation a long time. They told us their priority at present was to look at the quality of care and work with staff to look for any areas of improvement.

The provider had recruited an experienced manager for the service who had previously managed several of their other services. During the assessment, the regional operations director was present who provided support for the new manager.

A new manager had recently started at the service; however, they had considerable experience in care and were confident to ensure the organisational vision would be delivered. They also had a good understanding of the risks in place. The staff we spoke with were still getting to know the new manager. A staff member told us, “We have supervision and meetings. I do feel supported. I get on fine working with the new manager.” Another staff member said, “The new manager has been here only a month, and I am confident they will make the necessary improvements. We have dates planned for staff meetings we can attend.”

The service held meetings with staff, residents, and relatives. Feedback was also gained from satisfaction surveys. Staff were aware of both internal and external reporting processes including whistleblowing procedures. People and relatives knew where to go if they had a complaint or concern about the service.

There were various processes in place for staff to speak up and staff told us they were listened to. A staff member told us, “She does listen to what we have to say. She is trying to work out staffing and juggling the staff to meet people’s needs.”

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider and the management team undertook a range of audits in the service to enable them to measure, monitor, and improve quality. Significant events, such as accidents, incidents, safeguarding, and complaints, were monitored by the manager and by the provider for developing trends. There was a programme of quality checks, including audits within the service undertaken and overseen by the manager and the provider. We received positive feedback from professionals visiting the service. A professional told us, “I have found Eastham care home an exceptional care home to work with. The staff are very capable, efficient, and caring towards their residents.” Another professional said, “In my opinion, the service is well managed.”

The manager was aware of the challenges of staffing and had already started working on improvements in this area. They told us, “The provider asked me to come here, and I fell in love with the home. I am aware of the challenges, and I am looking at rotas, I did a night visit last week. I was here from 2 am.” The staff we spoke with were still getting to know the new manager but told us their initial impression was positive.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.