Elstow Manor

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

We carried out this assessment from 23 July to 1 August 2024. We visited Elstow Manor on 23 July to 1 August 2024. This assessment was carried out following concerns shared with us about people’s safety. Elstow Manor is a residential care home with nursing. The service provides support to people living with dementia, people with nursing needs and people with personal care needs. We looked at all quality statements from the safe, effective, and well-led key questions. We found areas of concern and good practice. The scores for the caring and responsive areas are based on the key question ratings from previous inspections. Our overall rating of this service remains requires improvement. We found 3 breaches of legal regulations in relation to safe care, person-centred care, and governance arrangements. We found that the provider's systems had shortfalls in ensuring people's health and safety. There were concerns regarding incident reporting, managing medicines, and care planning. People's needs were not always well assessed and planned for, and their nutritional and hydration needs were not consistently met. However, the provider had appropriate safeguarding policies and procedures, and the environment was safe and well-maintained. Staff and leaders were seen as caring and approachable, with positive feedback about their approach. Staff worked with external professionals in relation to people's health and care needs.

People's experience of this service

People's complaints were not always documented or promptly responded to. Some people and relatives reported concerns about meeting people's care needs and inconsistency due to several changes in managers. However, people's records showed they had received support from external health professionals, and most people and relatives did not raise any concerns about the environment's safety or infection prevention and control. People and relatives appreciated the provider's involvement in meetings and the promotion of people's independence in managing their medicines.