Eleanor Nursing & Social Care Ltd - Poole Office

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 service met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained 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 service 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. People were at the centre of their own care, supported by staff to live well at home, staff were attentive and met people’s needs. People told us the care they received was person centred, and where appropriate, their relatives agreed. The provider had an electronic care planning system which meant information could be updated or changed instantly. There were improvements required to create person centred care plans as the plans lacked personal preferences on care delivery and guidance to staff on people’s preferences on how a person would like to receive their care and support. A plan was put into place during the inspection to ensure care plans and risk assessments were detailed and person specific. Staff knew the importance of person-centred care and were passionate about giving the best care to people. One staff member said, “I feel most appreciated when I can see that my person-centred care is making a positive difference in a person's life.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they had access to the care they needed to live well. Relatives were confident in the staff to summon medical support if needed. Information was shared through the provider’s electronic care planning system. Records showed input from a variety of health and social care professionals such as, occupational therapists and speech and language therapists. A staff member said, “The health care professionals I work with are mainly the nurses and doctors. It is important we work together as they provide treatment and advice to prevent and/or manage illness to people and this helps to keep them well.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were documented in care and support plans. Communication was effective within the service. We received positive feedback about the way the service communicated with people, staff and external professionals. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service actively sought feedback from people, their relatives and staff. Staff meetings, secure messaging systems and newsletters meant information was continually shared and updated. People and staff were issued yearly surveys to complete, and these were used to shape the service. People and their relatives told us they knew how to raise a concern or make a complaint. A person said, “When I have a problem, I speak to the office. I know where to raise a concern and they are always listened to.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to keep well, happy and achieve their goals. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing competency monitoring. Each policy and procedure had given a consideration to equity, accessibility and safety.

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. People and their relatives told us they were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates. they told us the registered manager would take them seriously. Staff training, guidance and observations meant staff were reminded of their responsibilities. Policies, procedures and working practices within the service were in accordance with relevant legislation to ensure people and staff received fair treatment.

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. People were provided with opportunities to discuss their wishes for the future. It was important to the service to support people to spend their days in their own home, in a familiar environment. Given the sensitive nature of the conversations, some people had not recorded their views; however, the registered manager told us they were developing a plan to support people further with this.