Eleanor Nursing & Social Care Ltd - Brent Office

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, empathy and compassion and their privacy and dignity were respected. Staff treated colleagues from other organisations with kindness and respect. People and their relatives were positive about the kind and compassionate attitudes from office staff and carers. They told us staff treated them with respect. A person added, “All the carers are respectful. All are very kind and caring, very good.” Another person told us, “The carers are kind, caring and helpful.”

Relatives praised the staff who supported their family members. A relative said, “All very kind and caring and show [family member] respect and dignity, always.”Senior staff, such as field care supervisors, observed staff during spot checks to ensure they interacted with people kindly, compassionately, and with dignity. A staff member said, “It is very important to treat people with respect. Speak to them how they want to be addressed. It gives me such pleasure and pride when my clients tell me, ‘You make my day!’”

Staff and managers treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff and managers considered each person's strengths, abilities, culture, unique backgrounds, and protected characteristics. Staff had access to information about people's culture and background before working with them. People and relatives were very complimentary about the attitude, behaviour and conduct of staff. They felt they were treated as individuals and their choices, backgrounds and needs were respected. A relative said, “They treat [family member] with dignity and respect, kind and caring. They speak and communicate with us well.” However, there were some comments about staff speaking with each other in their own first language in front of a person at times. We fed this back to the registered manager to look into. They told us this was a rare complaint, but we were assured they would speak with the person and the staff to resolve any issues.

Staff and managers promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives felt involved in all of the decisions related to their care. They were positive about how the service supported them to be in control of their care as much as possible. A person said, “The carers do encourage my independence and do ask my consent; very efficient.” A relative told us, “Very respectful carers; gentle when caring for her. Independence is encouraged with [personal care] exercises for [family member].” A staff member said, “I support clients with being independent. I encourage them to do what they can for themselves and give them space.”

Staff and managers listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and relatives told us staff were responsive and communicated and interacted with them in a kind and compassionate way. A person said, “The carers always offer any extra help if we need it.” Another relative commented, “Carers often go above and beyond by offering other jobs, if needed.”

Staff knew the actions they should take to respond to people’s needs, in particular in an emergency. People and relatives confirmed this and a relative told us, “Cares do understand [family member’s] needs. They had a fall a few weeks ago, went to hospital but was okay.” A staff member said, “Yes, I would of course call the office and follow procedures when there is an emergency. Depending on the situation, I would either call the GP, 111 (NHS), or an ambulance.”

The provider cared about and promoted the wellbeing of its staff and supported and enabled staff to always deliver person-centred care. Staff said they were well supported by the provider and told us their wellbeing was taken seriously. Staff were able to take time off and have breaks to ensure they were able to carry out their work to the best of their ability. A staff member said, “I am treated well by the office and by the company. They provide a good work/life balance. I have time for breaks and do not feel they put me under a lot of pressure or stress. I am very happy with my work.” The provider had policies in place to manage stress and establish standards for managers and staff on the prevention of work-related stress.