Ebenezer Residential 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

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.

People and their relatives confirmed with us that all the staff were competent and treated their loved ones with kindness, compassion and dignity. A person said, “I am happy here. The staff are good.” A relative said, “I often think staff are respectful of my [Relative]. Another relative said, “My [Relative] is in good capable hands.” A healthcare professional commented, “During each visit, I observed staff conducting themselves in a professional manner. They were approachable, welcoming, and readily available to provide information when required. Communication with the staff team has always been positive, and they have demonstrated a good understanding of the needs of the individuals they support.”

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds.

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.

Staff had a good understanding of the care needs of people they supported and knew what people did and did not like and what support they needed. People were happy with the way staff cared for them.

Throughout our visit, we observed positive engagement between staff and people, demonstrating staff’s good understanding of people and the care and warmth shown in their interactions.

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

Staff supported people to maintain their independence where possible. For example, people were encouraged to maintain personal hygiene, dress themselves when they were able to do so.

People were able to make choices about their day-to-day care for example, if they wanted to have a wash instead of a bath or shower and a type of food they preferred to eat.

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

There was a consistency of staff at the care home. Staff were aware people needs, daily routines and wishes. Staff were able to quickly recognise when people needed urgent help or support and acted accordingly.

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

The provider promoted an open culture in which staff were encouraged to raise concerns and engage in open dialogue, ensuring they felt supported and valued. A staff member told us, “The registered manager is good, friendly and approachable. They listen to me if I have a concern. Another staff member said, “I am very happy working for this organisation.”

The registered manager confirmed they had regular formal meetings with staff to discuss support and professional development opportunities. All the staff had their supervision, and appraisals completed in line with the provider’s policy. Staff were supported to complete professional qualifications in health and social care. All the staff completed induction training to understand their role and develop their skills. The staff completed some mandatory trainings.