Emmaus 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 80 (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 and staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Throughout our inspection we observed care that was exceptionally attentive, very kind, patient and respectful. There was a relaxed atmosphere where staff focussed on each individual. Interactions between staff and people living at the home were consistently positive and included gentle humour and warmth. Staff spoke about people very respectfully and with affection.

Everyone we spoke with praised how the staff made them feel valued and ‘at home’. People who lived at the home, and their relatives, were all very positive about the care they received. They described staff as going the extra mile and being caring, kind and compassionate. People told us, “The staff are very kind, they might see something they can do for you and ask you if would like it done. They are very good and think of things that may help you” and “They are all very good. They are all nice and very kind.” Others said, “I would recommend it here, I am very satisfied and happy. I wouldn’t change it for the world” and “I would say, it’s loving and caring. What we get is very special.”

A relative said of the home, “I couldn’t have asked for more. You are always made to feel so welcome, such hospitality. It has a unique feeling and atmosphere; a sense of community. It is the Emmaus family. My [family member] says they have 2 family’s; blood family and Emmaus” and “[Person’s] life has continued in here, with new friendships. We have total, total trust in them. They respect [person] and [person] is getting a better quality of life now.”

Staff shared a pride in ensuring people were happy and felt ‘at home’. A staff member said, “This is the nicest place I have worked in terms of the care. Everyone says they are so happy living here. Everyone is so comfortable and happy. It feels like they [people who lived at the home] are at home. The staff are all so genuine and natural.”

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. The registered manager and staff knew people very well and shared a belief in valuing and respecting people as individuals. Staff took time to understand what was important to people and adapted support to reflect their interests, hobbies, communication and spiritual needs. For example, people were supported with resources such as talking books and audio faith-based materials where these helped maintain independence and well-being. Staff also supported people to continue with interests and hobbies that were important to them. People told us they were treated as individuals and that staff knew them well. A person told us, “They do know you and have a joke with you. I can have a laugh with them as they are lovely people; I think that’s so important.”

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 make choices and maintain and develop their independence. People told us staff listened to them and respected their preferences and supported them when needed. People told us, “They will help you do what you can’t do. They don’t make you do anything you don’t want to. You can do what you want. Today it’s too hot, I have decided I want to stay in my room, I can choose where I want to be” and “I think they don’t really take over, I don’t mind doing things for myself. We have a choice. If you say no to anything, you don’t have to participate” and “You can do whatever you like. No one tells you what to do.”

A range of group and individual activities was available. Staff spent time getting to know people and what their hobbies and interests were. People told us they enjoyed the activities provided. A person said, “[Registered manager] is very good. She told me, she wanted people to live life. She wanted people to be doing things, which I think is very good. She makes sure there’s lots to do.” A relative said, “They go that extra mile. They find things that people are really interested in.”

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 adapted support to respond to people’s changing needs and reduce distress. For example, staff developed personalised routines and visual prompts to help people remain orientated and reassured. People told us staff were responsive. They said, “If you want certain things, it’s done. [Staff member] has it all sorted, they are very good. I am satisfied” and “[Staff member] is very good with me. I am always losing things, and she comes and can always find them for me.” We observed staff providing timely support when people requested assistance, while maintaining a calm and attentive approach.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt listened to, valued and supported. They gave us examples of how they had been supported through personal issues. They spoke positively about the provider and registered manager and described them as supportive and flexible. Staff told us, “I like my job; it’s not like coming to work”, “I am not just a number. I feel like I am part of a family. I look forward to every day” and “This is the best place I have ever worked. We are all treated equally. We work as a team, we help each other. We make this work together.”