Eden Grange

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their relatives told us staff treated them as individuals, and they received consistently good, person-centred care and support from staff who were familiar with their needs, preferences and daily routines. Care records contained personalised information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes.

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

Staff understood people’s personal and health care needs. During mealtimes, we saw staff supporting people and offering reassurance and adjusting their support when needed. Records and feedback confirmed people had access to a range of healthcare professionals, including GPs and specialist services. Staff worked closely with these professionals to manage risk, support nutrition and monitor long-term conditions.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider ensured people were given information in a way they could easily access and understand. People told us they were provided with accurate and up-to-date information in formats that we tailored to their individual communication needs. Information about people’s communication needs, and preferences had been identified and was included in their care plan. Managers were aware of their responsibility to meet people’s communication needs and make information accessible. Managers and staff confirmed they could supply people with information about the service in accessible formats as and when this was requested. For example, a large print version of the care homes weekly social activities timetable had been produced specifically for a person who was visually impaired. Children from a local school who were learning French also frequently visited the care home to speak with and read to French speaking service users.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us staff were approachable and felt they listened to what they had to say. People living in the care home and their relatives said they had confidence in the managers and staff to listen to their views and take them seriously. Managers and staff used a range of methods to encourage people to have their say and state their views about the care they received at the home. This included regular house meetings held on each floor, care plan reviews, and satisfaction surveys.

The provider made sure that people could access the care and support they needed when they needed it.

The provider made sure people had access to the care and support they needed and wanted. Adjustments were made to promote inclusion, safety and choice. People had sufficient opportunities to engage in meaningful leisure and recreational activities that reflected their social interests.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Care plans contained detailed information about people’s spiritual, cultural needs, as well as their sexuality. Staff undertook equality and diversity training and knew how to protect people from discriminatory behaviours and practices. Staff took account of individual needs including, respecting people’s identity and personal routines, to ensure people had equity in experiences and outcomes. This included supporting people in line with their protected characteristics as defined by the Equality Act 2010.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People nearing the end of their life were supported to have a comfortable and dignified death. People’s wish for their end-of-life care were discussed and recorded in their care plan. Records showed families were involved in discussions about end-of-life care where appropriate. Relatives confirmed that conversations about future care had started or were ongoing. A relative told us, “The end of life care my [family member] received here was absolutely perfect!”

The provider maintained close links with a local GP surgery and hospice to ensure people who had died at the home had experienced dignified and comfortable end of life care. Staff had received end of life care training.