Eyam Domiciliary Service Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has changed to Outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and control.

This service scored 89 (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 made sure people were at the centre of their care and treatment decisions. Staff worked in partnership with people to understand their preferences and responded appropriately when their needs changed. Care plans were person‑centred and reflected a clear understanding of each person’s needs, wishes and what was important to them. These plans gave staff practical information to support people in a consistent and meaningful way. Staff told us the quick‑reference notes were helpful for accessing essential details and ensuring people received support that reflected their choices. Feedback from people and relatives showed they were satisfied with the personalised care provided.

People were supported to work towards personal goals that improved their wellbeing. For example, one person was helped to attend the gym, which they told us made a positive difference to their physical and emotional health. This reflected the provider’s commitment to enabling people to maintain interests and routines that mattered to them.

Another example showed how staff supported a person who wished to return home after living in a 24‑hour care setting. The management team worked with the care home and the individual to plan a safe transition with live‑in support. This enabled the person to return to their preferred environment with a suitable level of care in place. Following this, the provider continued to develop its live‑in care offer, helping people who wished to remain at home long‑term to do so. This included flexible options such as respite support, post‑operative care and short‑term packages tailored to individual needs.

The provider kept people and relatives involved in their care. Leaders carried out regular reviews, as well as informal “friend visits” and satisfaction calls, which gave people ongoing opportunities to share feedback and discuss any changes they wanted. Relatives told us these regular check‑ins helped them stay informed and reassured about the care being provided.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives and people told us the provider responded well when their needs changed, particularly in situations requiring prompt support. One shared that they had been struggling to secure overnight care funding, which had been placing pressure on those who had been covering. When they contacted the provider for help, staff acted quickly. The provider helped secure additional funding, and an assessment was completed the same day, and overnight care was arranged immediately.

Another described how they were helped to stay informed and involved despite living at a distance. They told us staff would contact them first to check for any concerns and then communicate directly with the GP surgery if needed, updating them afterwards. They commented, “EDS Homecare was like having a supportive local network to care for [them].” People and relatives confirmed that timeliness, reliability and good communication were important features of the care they received. This reflected the provider’s commitment to maintaining clear communication and ensuring families felt reassured and involved even from a distance.

The provider worked in close partnership with healthcare professionals to support people whose needs were complex or changing. Alongside the community nursing team, the provider collaborated with local Hospice’s, helping ensure people receiving palliative care were supported to remain at home when this was their preference. They also worked with specialist dementia teams, including short‑term assessment, guidance and intervention for people living with dementia or needing end‑of‑life support. Staff and families both told us this approach helped ensure people’s wishes were respected and that they received coordinated, person‑centred care at times that were often emotional and challenging for families.
 

The provider consistently delivered accurate, up to date information in formats tailored to each person’s needs. People and relatives told us they always felt well informed and confident making decisions about their care.

The service was proactive in keeping people updated. The registered manager increased social media activity and ensured the website was regularly refreshed with relevant information, helping people understand the organisation’s values and the different activities and support available. Both people and relatives said this availability and openness helped them feel connected and reassured.

People were meaningfully involved in the service’s communications. With consent, stories and achievements were shared publicly, promoting pride and recognition. One relative described how when they showcased a Valentine’s Day post celebrating their parents in their 90’s, it made them feel valued and reflected the service’s positive culture.

In addition to information sharing, staff supported people to learn, adapt and build new skills that helped them access different services and experiences that might otherwise be difficult. For example, during companionship visits, carers supported a blind person to learn braille. This not only improved their communication skills; but also increased their independence and confidence. This demonstrated how staff supported people to continue to build new skills that improved their access to information.

The provider promoted the use of Direct Payments and made sure people understood their right to choose how their care was funded and delivered. Staff supported individuals who had experienced barriers when accessing information from other services and advocated on their behalf. By offering accessible information, involving people in communication and helping them build new skills, the provider ensured people were informed, empowered and able to exercise meaningful choice and control over their care.
 

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The provider demonstrated a clear commitment to listening to people and actively involving them in decisions about their care. Leaders spoke about the importance of people having control over their funding and support arrangements, particularly for those using Direct Payments. The provider advocated strongly for people’s autonomy and ensured they were empowered and supported to make informed choices about their care.

The provider had a clear complaints policy and compliments procedures. The registered manager told us no formal complaints had been received recently, and people and their relatives confirmed they had not needed to raise concerns. Everyone we spoke with knew how to raise a complaint and felt confident any issues would be dealt with promptly. One told us, “The regular staff are amazing, and the management team are really hands-on. They keep us updated.” Another person shared that when they had previously raised a minor issue, it was resolved quickly and effectively: “There was the odd occasion when they didn’t get the full time, but I called the team and they resolved the problem. They put instructions in the kitchen so carers could use their time effectively. We haven’t had a problem since.”

The provider sought feedback regularly through surveys. Their analysis showed a consistently high level of satisfaction, with the most recent review showing 94.57% positive responses. Feedback was also gathered through face‑to‑face conversations, telephone calls and reviews posted on a home care directory website, where they held a rating of 9.7/10. This information was shared with people and staff. As a result, the service became more responsive to individual preferences and changing needs. People experienced better outcomes because their views directly shaped the way care was delivered, helping ensure the service remained personalised, effective, and focused on what mattered most to them.
 

The provider was exceptional at ensuring people could access the care. support and treatment they needed when they needed it. The provider recognised the challenges people often face when searching for a suitable care service and took steps to make the process as accessible and reassuring as possible. They offered a free meet and greet to prospective individuals, giving people and their families the opportunity to ask questions, share their expectations and understand how they could meet their needs before making any decisions.

To support ongoing access to information, the provider ensured all clients had free access to an online client portal, introduced during the initial care planning process. Through the portal, people could view their care package notes, task lists and rota, helping them stay informed and engaged in their care. For those who preferred not to use digital systems, or were unable to use them, the provider ensured equally comprehensive access thorough high-quality paper records, tailored to the person’s communication needs. Leaders routinely checked that people remained fully involved and that the format continued to work for them. This meant no one was disadvantaged due to digital literacy, disability or personal preference.

Feedback was highly positive, with many expressing how staff had made a meaningful and positive difference to their wellbeing. We were told how the service responded fairly and consistently when individuals required care at short notice. One relative shared when they contacted the provider for urgent support, staff acted quickly and efficiently, ensuring the person received the level of care required with an assessment being completed promptly, and care in place the same day. They described this as, “Super impressive” and that the swift response helped relieve stress at a very difficult time. The relative emphasised how much they valued the provider’s compassion, responsiveness and ability to step in quickly when they needed help most.

Across all interactions, we were told staff were professional and shared relevant information promptly and communicated effectively with both people and their families and healthcare professionals. Leaders responded to issues in a timely manner, documented concerns thoroughly and escalated matters appropriately when needed.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider worked closely with people, relatives and staff to promote fair, consistent and equitable experiences. Staff were encouraged to use personalised approaches to engage with people, helping enhance their day‑to‑day experiences. Staff used insights from training and supervision sessions to better understand people’s challenges and to consider how they could offer further support or resources.

The provider was proactive in seeking ways to improve people’s experiences. They had established a free community group that welcomed both people who used the service and those from the wider area. This provided a safe and inclusive space where people could discuss challenges, share experiences and access informal support.

To promote inclusive access to information, the provider offered a customised online client portal, which could be adapted to meet individual needs for example, adjusting font size, colours or layout. This ensured people and their advocates could access information in a format that suited them. Recognising that many people preferred physical documents or were less confident with technology, the provider also ensured that key information including care plans, risk assessments and care notes was printed and placed in people’s homes. This helped ensure everyone could access their information easily. People were encouraged to discuss any updates, concerns or queries at any time, supporting open communication and shared decision‑making.

Care plans and documents were reviewed at least annually, giving people a formal opportunity to provide feedback and ensure their information remained accurate, relevant and reflective of their wishes. This approach supported fairness, transparency and a positive experience for all individuals receiving care.
 

The provider demonstrated an exceptional commitment to supporting people and their families when planning for future and end‑of‑life care. Families spoke with deep appreciation about the compassion, urgency and understanding shown by the provider during extremely difficult times.

One relative told us, “From the first contact, we were extremely impressed with their understanding and empathetic approach. They immediately took ownership of the situation, knowing a fast resolution was needed.” Then added, “At a stressful and upsetting time, the care team provided outstanding levels of care, and we would have no hesitation in recommending them.” Another described how staff supported them emotionally and practically throughout an end‑of‑life journey: “I had been terrified that I would not cope with the situation, but with staff telling me what to expect, it became a team effort. I felt they cared for [person] as much as I did.” This reflected how they formed trusted, supportive partnerships with families.

Meeting people’s needs was at the heart of the provider’s approach. Over the years, they had developed sensitive and compassionate end‑of‑life care. Staff demonstrated a great ability to adapt care as needs changed and to ensure people were treated with dignity, respect and kindness at every stage. One relative shared, “We were extremely impressed with their understanding and empathetic approach at a difficult time. There was a need for a fast resolution and they deployed staff very quickly. The staff delivered a professional and highly personal service, which I know my [relative] would have been aware of”.

The provider strengthened person‑centred practice by developing a concise Quality Pathway Palliative Care Plan for people receiving end‑of‑life support. The shorter format focused on individuals’ wishes and priorities, reducing emotional strain on people and their families while ensuring care remained dignified, compassionate, and tailored to each person’s needs.
The provider was also a recognised ‘Qualified Provider’ with NHS Continuing Healthcare (CHC), reflecting their expertise in supporting people with palliative needs who wish to remain at home.