Eden Grange

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 provider 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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People consistently told us staff were caring, gentle and considerate. One person said, “The staff are marvellous. I can’t say enough positive things about them.” A relative added, “The staff treat my [family member] so well. They are lovely…So kind and caring. They are a wonderful bunch who treat everyone living here with so much dignity and respect.”

People looked at ease, comfortable and happy in the presence of staff. The way staff interacted with people was characterised by warmth and kindness. Staff were attentive to people, listening, reassuring and encouraging people to express themselves in their preferred way. Staff responded sensitively when people appeared uncomfortable, offering reassurance in a calm and caring manner. For example, we witnessed staff were quick to respond to a person who was becoming visibly distressed, which they did by holding their hand and calmly reassuring them using a gentle voice. Managers and staff spoke about people they supported in a respectful and affectionate manner.

The provider 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.

Care plans were personalised and contained detailed information about people’s strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs and wishes. Staff treated people as individuals and understood what mattered to people, including about their lives, interests and backgrounds, and used this knowledge to build meaningful relationships. Specific requests were implemented based on individual needs, for example the head chef was aware of people’s food likes, dislikes and dietary requirements, enabling menus to be adapted to meet their individual dietary needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing.

People told us they were encouraged to make everyday choices about the care they received, food they ate and social activities they engaged with, which staff respected. One person said, “The food is pretty good and we are always offered a choice about what we eat at mealtimes.” We observed people were free to choose what they ate and drank for their lunch.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were supported to access community-based health and medical care services as and when required. For example, during our visit external healthcare professionals were present at the home supporting residents with their rehabilitation and recovery. Staff were aware of people’s health care needs and how to respond to any immediate health changes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us the managers and their fellow co-workers cared about each other’s wellbeing and had created a positive working environment for everyone to work in. Staff told us they felt happy and safe at work. Comments we received from staff included, “Staff morale was low here, which definitely affected wellbeing, but that said, I think the current management team do seem to have our backs and do care about us” and “I do feel supported by the managers and my fellow co-workers. Of course, some days are always going to be better than others, but generally this is a good, safe space to work in. I enjoy coming to work at Eden Grange”. Managers routinely used individual and group meetings to enquire about staffs’ wellbeing.