Eden Manor 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 that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated 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 was 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.

We observed excellent interactions between staff and people throughout the assessment. All people and relatives we spoke to said staff were very kind and caring. For example, one person needed continence support during a group activity and staff were very discreet in helping them to a private space.

A relative said, “The staff are so patient with [people] day after day.” A person said, “It’s very nice, I was very lonely at home, and I have made lots of friends here, it's lovely, the [staff] are very nice.”

A visiting professional said, “On every occasion (they visited) Eden Manor I have been warmly welcomed by all levels off staff identified by their name badges and uniforms. I have experienced a very warm and happy relationship between residents and staff. The care I have witnessed whilst visiting has always been of a high standard with compassionate and respectful conversations incorporating company values including respect and dignity."

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.

Observations showed staff knew people and their preferences well. People were supported to look how they wished, including wearing their chosen jewellery that was meaningful to them.

A relative said, “[Person] likes to be by herself, she is very private, but [staff] ask her, ‘do you want to come and do an activity’ and she has been a few times, she enjoyed the Christmas things, so that was good for her, she likes the singing.”

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

People had choice over how they were cared for. Records were person-centred and people and their relatives had been involved in creating their care plans. We observed staff gave people choices around their day-to-day activities, food and drinks. People were able to move around the different floors of the service and sit in any area they wished to. This meant people living with dementia were able to spend time engaging with lots of people and be an active part of the wider care home community. There was a comprehensive activities programme with dedicated staff on site 7 days a week. People spoke highly of the range of activities on offer

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.

Daily care records showed staff reacted to people’s immediate needs quickly and appropriately. The provider had recently installed a monitoring system to detect movement in people’s rooms with a view to preventing falls. Appropriate consent had been obtained from people for the system.

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

Managers held regular supervisions and team meetings to support staff. There were also group supervisions for staff learning. Most staff we spoke to felt well supported by the management team