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CQC report explained · a residential care home, run by Welltower

Eden House

Cockton Hill Road, Bishop Auckland, DL14 6EN

Outstandingpublished 15 December 2023, 2 years ago

Rated Outstanding: inspectors found the service performing exceptionally well.

The five questions inspectors ask
Safe?
Good
Inspectors found effective systems for safeguarding, risk management, staffing, medicines, infection control and learning from incidents. They found enough staff and confirmed that medicines were administered and recorded safely.
Effective?
Good
Does the care work? Training, consent, food and drink, working with GPs and nurses.
Caring?
Outstanding
Staff provided highly personalised care and treated people with compassion, dignity and respect. People and relatives were involved in decisions, and staff went beyond basic care to meet individual wishes.
Responsive?
Good
Is care built around the person? Care plans, activities, complaints.
Well-led?
Outstanding
Inspectors found exceptional leadership, a strong person-centred culture and robust checks on the quality of care. The home used feedback, partnerships and new technology to improve people's wellbeing and safety.
The latest report, explained

What inspectors found, December 2023

Eden House was rated Outstanding overall, with especially caring and well-led support and safe care rated Good.

Inspectors visited on 31 May and 9 June 2023 without giving notice. They spoke with people living at the home, a relative, staff and health and social care professionals. They also reviewed records about safety and management.

The home was rated Outstanding overall. Caring and well-led were rated Outstanding. Safe was rated Good. Inspectors found compassionate, personalised care, strong leadership, enough staff, safe medicines practice and effective systems for managing risks and incidents.

The overall rating improved from Good at the previous inspection in 2017. Caring stayed Outstanding, safe stayed Good, and well-led improved from Good to Outstanding. The report does not give separate ratings for Effective or Responsive.

What inspectors praised

  • Compassionate personalised care

    Staff knew people well and adapted care to their individual needs, wishes and goals. Inspectors found strong relationships with people, relatives and professionals.

    “Staff treated people extremely well and were committed to providing excellent, personalised care.” from the report

  • People's choices respected

    People and relatives were involved in care decisions. Staff supported individual food choices, religious needs, independence and contact with family.

    “Staff went the extra mile to ensure they fulfilled people's choices and wishes, no matter how small.” from the report

  • Improvement through partnership

    The home worked with professionals and other organisations to improve falls prevention, health referrals and people's wellbeing.

    “They worked innovatively and collaboratively to directly improve people's quality of life.” from the report
What inspectors were concerned about

Inspectors raised no specific concerns in this report.

Questions to ask them, based on this report
  1. 01How are the recently increased staffing levels matched to my relative's current needs?
  2. 02How will you involve me and my relative in creating and reviewing their care plan?
  3. 03How are medicines checked to make sure they continue to be given on time and recorded correctly?
  4. 04How do you assess and reduce my relative's risks, including falls or other risks linked to their health?
  5. 05How would the home work with health professionals if my relative needed a quicker medical referral?

This inspection covered Safe, Caring and Well-led; the report does not give separate ratings for Effective or Responsive, and the previous ratings for Caring and Safe carried forward while Well-led improved from Good to Outstanding. This explanation was written from the published report of 15 December 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.

The story over the years

Every inspection of Eden House

3 rated inspections over 8 years: the service has held its Outstanding rating throughout.

  1. December 2023Outstandingcurrent ratingup from Good
    Safe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding

    Read what inspectors found at Eden House →

  2. October 2017Gooddown from Outstanding
    Safe: GoodCaring: OutstandingWell-led: Good

    We are reading this report · the original is on cqc.org.uk

  3. August 2015Outstanding
    Safe: GoodEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding

    Read this report on cqc.org.uk

  4. October 2013

    Registered with the Care Quality Commission on 20 October 2013.

Ratings and report dates from the Care Quality Commission. A service can also be visited without a new rating being published, so the timeline shows published inspections, not every contact the CQC has had with the service.

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