Eccleston Court Care Home

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 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 remains good. This meant people feel well-supported, cared for and treated with dignity and respect.

This service scored 70 (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. We observed privacy screens being used, when necessary, in communal areas, to ensure peoples dignity was respected. We observed staff closing doors when providing care and support in people’s rooms and we observed staff knocking on people’s doors to gain entry. We received positive feedback in the main from people and family members. People told us, “I like it here, I feel safe, staff are like mates” and “The staff are brilliant with me they are very kind.” A family member told us they felt, “Staff are caring, and it is not just a job to them.”

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. People told us staff were kind and pleasant. One person told us the staff checked up on them regularly as they liked to stay in their room. They said, “Nothing is too much trouble for the staff.” A family member told us their loved one had recently enjoyed a pamper day by the staff and another family member told us their loved one's food choices were respected and if they wanted something not on the menu, they would accommodate this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing where possible. We observed people being supported on outings by family members when they wished and observed family members visiting at different times of the day. We observed people moving around Eccleston Park independently utilising the dining room and lounge areas as they wished. We observed people’s preferences being respected who wished to stay in their own room and sit in a lounge chair for the day. We observed choices being offered for meals, drinks and snacks. A family member told us their loved one had choice on when they got up and go to bed.

Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We observed people required care needs to be met who could not use a call bell and having to wait for support, we sought staff to provide the support required. However, a person told us the call bell was answered promptly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with in the main were positive about the management in Eccleston Court and the support, supervision and the training they received. Staff were positive about the home manager and the deputy managers and the support and direction they provided. However, in Park Suite staff were not enabled to always deliver person-centred care, we observed staff shortages and people not in receipt of their allocated one-to-one at times. Staff feedback corroborated our observations, that there is not enough staffing in Park Suite.