Eeze Care London

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 requires improvement. At this assessment, the rating has changed to 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, compassion and respect. We witnessed positive relationships and engagement between people using the service and staff. There was a friendly atmosphere in people’s homes and people felt safe, comfortable and enjoyed spending time with each other and staff. People told us they liked the staff. They felt supported. They told us they were able to make choices about the staff who supported them. Their privacy was respected. Staff spoke positively and respectfully about the people they cared for. Relatives told us they witnessed kind and supportive care. A relative commented, “The way staff interact with [person] is very moving, it makes me so happy to see how happy [person] is.”

People were treated as individuals. People’s personal needs, religion, culture and beliefs were planned for and respected. Staff supported people to pursue these. People told us their individual needs were met. A person commented, “I like I am given lots of space and opportunities.”

Staff recorded a good level of detail in people’s care plans and there were clear instructions and guidance to ensure people received individualised care and support. An external professional told us, “Staff promote [people’s] wellbeing and respond to their individual needs.”

People were supported to be independent and develop skills to improve their independence. The provider assessed people’s individual needs and created plans based on these. People set their own objectives and worked towards these. These included developing skills in household tasks, attending college and taking part in paid and voluntary employment. A person explained, “I particularly enjoy getting help to cook dinner.” An external professional commented, “There is a strong emphasis on promoting independence and encouraging the young people to develop their skills.” As a result of people’s personalised care, the level of staff support people needed had reduced, some people were now taking less medicines and some people had moved to more independent settings.

People were able to make choices about their care, and these were respected by staff. Staff understood people’s individual needs and how they communicated. Staff provided informed choices in ways people understood and could process. A person told us, “I let staff know what I want and do not want, whether I want to go out or not, they respect what I say.”

Staff responded to people’s immediate needs. The supported living houses were staffed 24 hours a day and people could request staff support when they needed. The provider operated an on-call system where people or staff could contact a manager at any time. People told us staff contacted relevant healthcare professionals when they became unwell.

The provider supported workforce wellbeing and enablement. Staff explained they felt supported. They told us they had opportunities to meet with managers to discuss their individual needs and work. They had opportunities to develop their skills and undertake a range of training. Staff told us they could request additional training if they wanted. Staff were supported to apply for new roles and promotions when this is what they wanted. A staff member explained, “My individual needs are met because the service promotes supportive and inclusive environment.”