Archived: Eagle View Care Home

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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

The new manager had created a positive and compassionate culture within the service. Regular staff meetings took place where staff were encouraged to share their views. Positive feedback was received from staff about the management of the service. There were action plans in place and improvements underway. However, these were yet to become embedded within the service. A system of audits was in place, however, the medicines audit had not identified the issues we found with the administration of time critical medicines. Systems and processes to improve the quality of the service had not yet been embedded and they needed to be sustained.

This service scored 46 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff told us the new manager had created a positive and compassionate culture within the service. Staff knew the visions of the service and felt involved in the ongoing improvements. Feedback from staff included, “We have staff meetings regularly. These meetings are very useful for discussing updates, sharing ideas, and addressing any issues collectively” and, “[The manager] fosters an open-door policy, encouraging staff to share their ideas and concerns freely. This has created a more supportive and collaborative working environment.”

Regular staff meetings took place where staff were encouraged to share their views openly. Staff suggestions were acted on. One staff member told us, “A suggestion for more diverse recreational activities was implemented promptly, resulting in a wider range of options for [people]”. The new manager was proactive and had a good understanding of the challenges faced by the service and where improvements were needed.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

Positive feedback was received from staff about the management of the service. Feedback included, “[The manager] seems different, she is very present and likes to be involved which makes a difference”, “Eagle View is being run at the highest I've ever seen it with the new management” and, “The manager is very approachable. She is open to feedback, supportive, and truly cares about both the staff and residents.”

There had been several recent changes in the governance of the service and the management team. Feedback about the new management team was positive and improvements were underway. However, these changes and improvements were not yet embedded into the service. The service had a history of failing to comply with regulations and the service has previously been unable to sustain a rating of ‘good’ or better. The improvements needed to be sustained.

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.

Staff spoke positively about recent learning and improvements at the service. Feedback included, “Since [the manager] things are going a lot better now and running smoothly” and, “The new manager has improved the home massively and I think that she is one of the best managers I've worked under, she has staff and people’s best interests at heart.”

Staff had supervisions and regular staff meetings and told us these were useful. Comments included, “The supervisions are very useful, you know where you're going wrong and can improve as a carer”, “We have staff meetings every month, this gives staff a chance to discuss positive and negative things in the home” and, “The supervision sessions are very useful. They help in addressing any concerns, providing guidance, and ensuring continuous improvement in our care delivery.” A system of audits was in place and these identified areas for improvement and actions were implemented in response. However, the medicines audit had not identified the issues we found on inspection concerning time critical medicines. The medicines audit was amended following our feedback. Systems and processes to improve the quality of the service had not yet been embedded and they needed to be sustained.