Eagles Mount Care Home in Poole told to improve by CQC

Eagles Mount Care Home in Birds Hill Road, Poole, was told it must improve by the Care Quality Commission (CQC) after a slew of issues relating to resident safety, staffing and leadership were identified.

The site, operated by Luxury Care, provides support for over-65s who live with dementia, learning disabilities and autism. At the time of inspection in February there were 48 residents.

Inspectors found the home to be ‘inadequate’ when it came to the safety of residents, highlighted after two incidents where people had been at risk of potential abuse.

Birds Hill Road in Poole (Image: Newsquest)

Whilst inspectors found no evidence people had come to harm, the provider failed to establish robust systems to protect people from abuse and improper treatment.

In addition, relatives of service users told the CQC of staff shortages which meant residents were deprived of necessary care. One relative told inspectors their loved one needed the toilet so pressed a buzzer and had to wait for more than 15 minutes.

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They said: “We found a member of staff who said they couldn't come as it took two to hoist and there was only them. No one had come to see [the resident] and she was really upset.”

While the difficulties were highlighted, praise was given to staff for their caring interactions with residents.

A Luxury Care spokesperson said: “We take the CQC's findings seriously and will use them as a basis to improve the services we provide. We understand that our rating of ‘requires improvement’ does not meet our own expectations nor that of our residents, their families, and our stakeholders.

“However, we are committed to addressing the issues raised in the report and making the necessary changes to enhance the quality of care we provide. We would like to reassure you that we have already taken steps to address some of the concerns highlighted in the report.

“We are reviewing our systems and processes to ensure that our residents receive the best possible care and support and bring them in line with the outstanding service that we provide in our other care homes. We have also appointed a talent new manager for this service as well as a compliance manager who was previously a CQC inspector to support the wider group.

“We value feedback as it allows us to continuously improve our services. We would like to take this opportunity to thank our staff, who work tirelessly to provide high-quality care to our residents, and we will continue to support them in their efforts to maintain and improve our standards.”