Eden Manor Care Home

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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Daily records showed that people were supported in line with their care plans. Care plans had input from people, their relatives or advocates, and health and social care professionals. A relative said, “[Person] is always well dressed, well immaculately turned out, which is how she always was in life, before this [illness].”

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. Staff were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals.There was one occasion when there was a delay in a person receiving barrier cream, the registered manager took immediate action once it was brought to their attention, introducing a new process to minimise the risk of a similar occurrence.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. There was signage in place to help people navigate around the service. When new people arrived at the service they were provided with a welcome pack that included lots of information about their new home. Every week an activities schedule was delivered to people who wanted one. Relatives were also kept up to date with activities and events through social media.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

When complaints had been raised, the management team had acted on them appropriately. Regular residents’ meetings where held which were well attended. The meeting notes were available in large print in reception. People and their relatives told us they found these meetings helpful for sharing views and receiving updates about the service. A relative said, “I went to the residents meeting for the first time, and I really got a lot from that, so I will go again."

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff understood the importance of ensuring people had access to the right health and social care services, and helped them to do this through well planned and documented care.

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. Staff promoted equity in people’s experiences and outcomes. They actively sought to understand people who may be at greater risk of inequality, such as those living with dementia, those with communication needs and long‑term health conditions. They used this information to tailor care and support to each person’s individual circumstances. People were supported to access meaningful activities in ways that suited them, including adapted activities for those with mobility needs and one‑to‑one opportunities for those who preferred individual support. Staff also made timely referrals to health and social care professionals.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff had received suitable training in relation to end of life care. Advanced decisions were in place where appropriate to ensure people were cared for in their preferred way at the end of their lives. Staff were able to offer relatives a support bundle of practical items such as toiletries and tissues, to allow them to spend as much time as needed with their loved ones. A relative praised the care a person had received in the last 6 months of their life.