Eversleigh Care Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Our rating for this question remains good. People told us they felt able to raise concerns about their care. Relatives told us improvements had been made recently regarding access to the management team and there was a system in place to support the management of complaints. The scores for this area have been combined with scores based on the rating from the last inspection.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they spoke to the staff if they were concerned about their care. A relative commented, “They do listen to me when I go into the office. They’ve started doing relative’s meetings it’s the first one coming up soon. [Name of operations manager] is excellent. There’s potential here now, but there’s a lot of things that need ironing out."

Staff told us they escalated any complaints to senior staff and understood the process for responding to complaints. Senior staff said they escalated any concerns directly to the management team so a response could be provided. The management team told us they were aware that with recent management changes people and relatives were not always clear about how to share their views. They told us they followed the provider’s complaints processes where concerns were formally raised with them and were planning to introduce improved record keeping to better capture informal feedback from people.

People were supported to give feedback about their experiences and a recent relative's meeting as well as questionnaires, reflected people's views of the service. There was a system in place for the management of complaints. Where complaints had been received, they had been investigated and responses provided to the complainants.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.