Eleanor Nursing & Social Care Ltd - Poole Office

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 service 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us they were treated with compassion and dignity. The registered manager told us they worked with people to achieve their wishes, and they were confident in the staff team and their approach. People told us staff were kind and helpful. A person said, “All of the staff are kind. I feel well cared for.” Staff knew the importance of being kind and caring. Relatives agreed and 1 relative said, “All the staff are nice people, they always have a smile.” Health and social care professionals were also complimentary about staff. One professional said, “The staff show patience and compassion to those they care for.”

The service 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. People told us they were treated as individuals. Staff knew people well. A person said, “Staff are very helpful, If I ask them to do something they do it without complaint. They are happy to help and support me.” Records showed the service had learned about people’s lives, including their families and work life. Care and support plans were person focused and people’s wishes were at the centre of their support. Staff understood the need to treat people as individuals. A staff member said, “It is important to treat a person as an individual as this can enhance their quality of life, encourages them to make choices in their everyday lives, supports them to keep active and reduces people from feeling isolated and lonely.” Feedback from health and social care professionals was that staff and the service treated people as individuals and felt the management team knew people and their needs well.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The promotion of independence was at the very core of the service, supporting people to remain well in their own surroundings was a focus. A person told us, “The staff know what I need help with and what I can still do myself, they listen to me and my direction.” Staff were committed to supporting people and told us various ways in which they achieved it. Records showed people were at the heart of their own care. A staff member said, “It is important to support people to be independent as much as possible. It prevents people from feeling like a burden and ensures their voices and views are heard.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and their relatives told us communication was effective. A person told us, “Nothing is too much for the staff, they will adapt to my needs and how I am feeling on the day.” Records showed staff continually supported people’s individual needs. Staff responded without delay, to ensure people remained comfortable and received the support they needed.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were supported with a range of benefits and support. Staff wellbeing was a focus for the provider and the registered manager. There were several recognition schemes which recognised staff achievements, including nominations for national awards. The provider had a confidential employee assistance program that was accessible to all staff, the program also contained mental health and well-being support. Where needed additional adjustments had been made to support staff and reduce barriers. The service had designated areas for staff to use whilst on their breaks. Staff were provided with additional items, such as, hats and fleeces for the colder months. All staff were given an additional annual leave day for their birthday, and they received a card and gift. Events were hosted for staff to attend such as, religious festivals. Staff were passionate about their roles.