Eliot House

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

Managers and staff supported people in a kind, compassionate and respectful way. People and relatives told us the service had a very homely, family feel and staff went above and beyond their responsibilities when caring for people. They told us, “The team at Eliot House have become an extension of [relative’s] and my family. They know her so well and go out of their way to support her and give her the best care. I will never be able to thank them enough”, “Staff are loving and kind” and “The home has a warm, friendly vibe. The staff are incredibly kind and tolerant.”

Managers and staff understood what was important to people and worked hard to provide care and support which reflected that. A person who loved gardening, described how staff had supported them to visit a local garden centre to choose bulbs and plants for the garden. A relative described a recent party the service had arranged for their family member’s birthday. They told us, “Nothing is too much trouble. [Events co-ordinator] organised everything for me and it was lovely. My family and I really appreciated being able to celebrate with [relative].” Another relative commented, “[Registered manager] sets the tone as she is very caring.”

Staff encouraged people to be independent and to make choices and decisions about their everyday lives when they could. A relative told us, “[Relative] has limited verbal communication. Staff patience and understanding is very good. They respect [person’s] choices and decisions.” Equipment and adaptations were available throughout the service to support people to live as independently as possible.

There was consistent high praise for the activities co-ordinator. People and relatives were very positive about her enthusiasm and the wide range of activities and events she arranged. Daily events and activities included chair exercises, animal therapy, bingo, singers and movie afternoons. Seasonal events were also celebrated, with relatives welcome. During our inspection, two singers visited the service, and we saw people and relatives singing along, dancing and enjoying themselves. People who struggled with their mobility danced with the support of relatives, staff, their mobility aids or in their chairs. People who had struggled to provide feedback about their care due to their cognitive impairment, sang along to songs they knew and remembered well. These events demonstrated the great lengths managers and staff went to, to ensure people experienced fun and had a good quality life.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.