Archived: Eagles Rest

People told us they were informed about the home and decisions about their welfare. One person said they were happy for the manager and staff to sort things out and they were always told what was going on. People told us they were able to say what they thought and that the staff listened to them. Their comments included, 'You only have to ask and the staff get it for you.' Another person said, 'The manager and staff sort things out for you. They have helped me and made sure that I get help from the right people outside the home.'

People told us the staff were polite and helpful at all times. One person said they were asked if it was alright to have a male member of staff help her. This showed a mark of respect for the person.

A person told us the independence the home offered was good and that they were able to get out each day; they saw this as an important part of the support they needed.

People told they could make decisions and choices around how they wanted to be supported and treated. One person said, 'The chat that goes on between everyone is good, I always know what's happening and can ask as well.'

In respect of leisure pursuits and hobbies people told us that they could decide whether they wanted to take part and also there were plenty of opportunities to go out from the home to do shopping and attend local community events.

A person told us that the manager had discussed their care needs with them and they were happy with the support being provided. This was also confirmed by a relative we spoke with. One person described the support as being, 'Just what was needed.' Likewise another person said, 'I have not signed any care documents but I have had everything explained to me and I am happy with what the staff are doing.'

A person told us they had good access to external health professionals, such as a doctor, social worker and advocate. They told us they were fully involved with any decisions made about their chosen lifestyle. Likewise, another person said, 'The manager sat down with me and we went through what I like, don't like and how I want to become more independent.'

People told us they liked living at the home and that they felt safe and comfortable with the staff.

People commented that the home was clean and that it had a 'homely and friendly' feel to it and this they liked as 'It did not feel like a care home.'

We observed staff interacting well with the people at the home. They were helpful and supportive in their manner and a person told us, 'The staff are great, I would always speak out if worried.'

All people spoken with expressed the view that they felt like they were treated with respect and dignity. One person, however, told us that sometimes male staff assisted her with personal care and although this did not distress her unduly she would have preferred a female staff to attend.

People confirmed that staff asked for their consent to care and treatment as required on a daily basis regarding their personal care. For example, one person said that staff were good at explaining what they do and when they carry out care they gave time for agreement and choice.

All of the people we asked said they had not seen their care plan and had had no input in to how it was drawn up.

People told us that they saw the doctor when needed and the manager would support them to attend for health care appointments.

People in the home were unanimous in their praise of the food. Many said, 'we can have what we want.' We saw two of the meal times and people had a variety of foods with some saying that they had made a special preference and this had been provided.

People spoken with on the visit were generally satisfied with the general environment and how this was managed. There were very relaxed house rules around people's freedom of movement and choice to have their own pets in the home. People commented that they felt Eagles Rest was 'homely'.

Although people we spoke with commented favourably about life at Eagles Rest we did find we had concerns regarding the lack of management and support systems to ensure continual smooth running of the home and to maintain people's safety.

'I like living here they look after me and my cat'.

'Heather is lovely she listens and helps me when I need it'.

People we spoke with were unaware if they had a care plan or not.

People spoken with during the visit felt they were being well looked after and that the staff responded to their care needs. People spoken with made the following comments;

'If I need to see the doctor the staff will ring the surgery and my doctor comes and sees me'.

'If I don't feel well the girls look after me well I have no complaints'.

We observed care workers supporting people in a sensitive and caring manner

People told us they are very happy and comfortable living at Eagles Rest and felt the facilities met their needs. People who used the service offered the following comments;

'I was able to bring some of my furniture in here when I moved in it helped me settle in'.

'I was able to bring my cat with me everywhere else I looked told me he couldn't come with me I was so happy they said he could live with me'.

People told us they liked the food and were offered a good choice of hot and cold meals throughout the day. They said the staff asked them what they would like to eat and the menus showed what was available. No one we spoke with had any complaints about the quality, quantity or choice of meals served. There were also no concerns raised in respect of how the service is managed. People especially liked the fact that they were encouraged to remain independent and able to access the town centre easily.