Eliot House

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

This means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good.

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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Managers and staff worked hard to provide care which resulted in positive outcomes for people. Relatives gave many examples of the significant difference the care provided had made to the quality of their family members’ lives. One relative described how their family member had declined rapidly during a period in hospital, but through the daily activities and stimulation provided at the service, had improved significantly. They commented, “[Relative] is living his best life now. He’s happy, comfortable and looked after. I can’t praise them enough, they’re just amazing.” Another relative told us their family member had complex nutrition and hydration needs and on arriving at the service, was unable to eat normally. They told us, “With consistent staff encouragement and support, [relative] now has his meals in the dining room with other people and enjoys it, which has made a massive improvement to his quality of life.”

People and relatives’ views about the care and support provided were sought by the provider through satisfaction surveys, reviews and regular meetings. The service recognised the importance of relatives being involved with the service and had recently facilitated them being able to attend the relatives and residents’ meetings virtually, when they were unable to attend in person. A relative told us, “It was so brilliant to be able to be part of it.”

Managers and staff worked with a number of agencies to ensure people received individualised care and an improved quality of life. Feedback from community professionals who visited the service was very positive. They told us staff were professional, compassionate and went above and beyond their roles to meet people’s often complex needs.

Managers and staff knew people very well and advocated on their behalf, when necessary, to ensure they received appropriate care and treatment. During an outbreak of infection at the service, managers and staff worked tirelessly with community healthcare agencies over a period of months to acquire the appropriate treatment for people, when access to treatment proved difficult. This demonstrated a culture of removing barriers to effective care, enabling people to feel well and experience a better quality of life.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.