Eastside House

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

We observed interactions between care workers and people being supported as caring and compassionate, sharing laughter and interest in what people were saying.

People looked well cared for. Staff ensured people were well groomed and dressed appropriately in clean clothing. Staff were respectful of people’s privacy and dignity.

Staff were attentive and kind to people during our visit. Staff encouraged people to eat well. People were complimentary about the staff. A person we spoke to being supported said of the staff, “They are all lovely girls”.

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 focussed on people as individuals. Care plans included detailed personal information such as life history, favourite music, drinks, memories, jobs, religion, meals and what made the person happy.

Staff described how this information was used to support emotional wellbeing and personalised care.

The service actively recognised and celebrated cultural, religious and personal events, including birthdays and significant celebrations such as religious festivals and seasonal events. This supported people to feel valued and respected.

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

People were supported to do as much for themselves as they could. We saw staff encouraging people to be independent where they were able. For example, staff supported people to eat their food, giving only the level of support they needed. We saw people being asked what they would like to do and given choices.

Staff documented communication needs in care plans, so people could be supported in the best way to be involved in decisions about their care.

A staff member we spoke to said, “We can motivate people to be independent and monitor them.” Another staff member said, “I give them options to choose.”

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.

Staff were aware of signs that people’s health had deteriorated and acted appropriately to get medical support or emergency care when needed. Staff responded to call bells promptly.

Staff offered people a wide range of activities, including visits from entertainers twice a week. When we visited, only a few people chose to join in, but staff had planned options such as quizzes and singing based on people’s interests. These improvements, made after a local authority recommendation, meant people had more choice in how they spent their day.

A staff member we spoke to said, “We can see if [people] can handle [doing something] alone, if not we are nearby [to support].”

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

Eastside House was a small service with a small staff team. Staff were complimentary about the management team, saying they were approachable and they felt supported.

Staff told us they had received sufficient training for them to undertake their role and their development was encouraged.

Some staff told us there was a perceived a lack of fairness in certain processes, such as shift allocations and requests, which were not treated equally, but that overall, they were, “Happy there and enjoy it”.