Elliot Avenue

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.

Staff told us of the importance of “respecting people’s home.” They spoke warmly and with compassion about the people they supported. A member of staff told us, “[Person] is a pleasure to work with” and it was evident from our observations the positive relationship they had. A relative told us, “[Staff] are very friendly…and [family member] is always happy to go back with them so I know they are happy.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff knew the people they supported as individuals. They knew their likes and dislikes and how people communicated their wishes through vocalisation, facial expressions, words and body language. Staff understood the importance of supporting people in line with their individual wishes. Care plans were person centred and took account of people’s strengths, abilities and aspirations. A relative told us, “Staff know [name] well and their likes and dislikes.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans promoted choice and we observed staff ensuring people were given options. A staff member told us in relation to a person they supported, “We try and get [name] to do as much as they can for themselves but not so much it is overwhelming.” Staff also told us how they were working with an individual to broaden their range of activities but how this was difficult due to their anxieties. Staff spoke about this person’s needs in a dignified and understanding manner and were respectful of this person’s room as being their “safe space.”

People had choice and control regarding when they spoke to and saw family and what they did on a day-to-day basis. We saw evidence that people took part in a range of activities of their choosing.

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.

People's care plans clearly outlined situations whereby staff would be required to respond to people's immediate needs and/or seek medical attention. It was evident from daily notes and records that staff knew and understood what to do and people's needs were met in a timely manner. People’s records guided staff on when to raise a concern and seek external health professional advice. Staff took note of when a person was needing more support, getting anxious or becoming unwell. Positive behavioural support plans provided staff with detailed support regarding how to support people during times of distress. A relative told us, “What they do well is a calm atmosphere.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had regular team meetings, handovers and supervisions where they could discuss their job roles, and any support needed to help promote a good work/life balance. Staff spoken with told us they felt valued by the management team at the service. A staff member told us, “Morale is good.” Another staff member told us, “Most of the time our leaders lead by example. [Deputy Manager] understands and listens.