Eastbourne House

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 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff consistently demonstrated exceptionally warm, attentive and compassionate interactions that made a tangible difference to people’s lives. They adapted their approach sensitively to each person’s emotional state, creating a calm, reassuring environment where people felt respected, valued and truly known. Care was delivered in ways that actively promoted dignity, privacy and autonomy, enabling people to retain confidence and control in their daily lives.

This commitment to understanding people as individuals translated into meaningful, personalised experiences that strengthened identity and wellbeing. For example, staff listened to what mattered to people and turned this knowledge into memorable moments. One person was supported to revisit the glass centre, a much‑loved cultural interest following an earlier visit. This resulted in enhanced emotional wellbeing, social inclusion and a renewed sense of joy, particularly when staff presented them with a paperweight they had previously seen and had admired. In another example, staff enabled a person to celebrate a significant milestone birthday in a way that reflected their lifelong passion and interest in their football team. The person’s face lit up when they told us, “It was one of the best days of my life.” By recreating an experience of personal importance, staff supported pride, connection and lasting memories for the person and those close to them.

People and relatives consistently described the positive impact of this approach. One person told us, “The staff keep me cheerful and happy. I think they go above and beyond.” Relatives spoke of staff as “just like family,” highlighting the humour, kindness and genuine relationships that defined care delivery. Staff also anticipated needs proactively, responding to subtle cues before distress arose. This emotionally intelligent, person‑centred care contributed to the calm, confident and settled atmosphere observed throughout the home.

The service delivered meaningful, highly individualised experiences that consistently exceeded people’s expectations. Staff demonstrated a deep understanding of each person’s routines, preferences and life history, and used this knowledge to shape support that was truly personal and impactful. One person told us, “I love it here and could not be happier.” This approach was evident in both everyday interactions and significant life moments. For example, when a couple arrived on their platinum wedding anniversary, staff had taken the time to learn about this in advance and created a special, celebratory experience. They prepared personalised place mats, set a dedicated table with flowers and wine, and ensured the couple were made to feel cherished and celebrated. Relatives described the occasion as “very, very lovely,” highlighting how staff went out of their way to honour what mattered to people.

People were supported to take part in activities that reflected their interests and preferences. One person particularly enjoyed when speakers on various subjects visited the home and they attended regularly, while others chose to take part in a wide range of activities within the home. Staff respected people’s choices, whether they preferred to go out or remain in familiar surroundings. In one instance, staff supported a person on a trip that included a detour to visit a place that had been important in their life, thoughtfully taking a photograph to capture the moment. Relatives described this as going “out of the way” but deeply meaningful, reflecting the care and thoughtfulness staff showed. People experienced care that recognised their cultural, emotional, sensory and cognitive needs and embedded these into daily practice. This resulted in people feeling valued, understood and supported to live enriched, fulfilling lives shaped by what mattered most to them.

Staff adapted their communication and care approaches with exceptional sensitivity. One person had been frightened of bathing and had not had a bath for several months before moving to the service. A staff member took time to reassure them, using a gentle, positive approach and remaining alongside them throughout. As a result, the person regained confidence, enjoyed the experience and was able to bathe regularly again, demonstrating a significant improvement in wellbeing and comfort.

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

People were supported to keep control of their everyday lives in practical, meaningful ways, with staff consistently using ‘do with, not do for’ approaches. For example, staff introduced an accessible ‘help yourself’ snack and drinks station and then actively adapted it based on what people told them they wanted (including preferred brands and options for people who required modified diets). This meant people could choose when and what to eat and drink throughout the day, without waiting for staff, while risks were managed safely through individual guidance and discreet oversight. People and relatives described this as supporting dignity and independence because it preserved normal routines and enabled people to make spontaneous choices.

Staff recreated familiar experiences from people’s past, such as setting up a small shop environment to prompt conversation, choice and reminiscence, and supporting people to take part in meaningful celebrations and events that reflected their identity and interests. These experiences helped people stay connected to who they were, supported independence in decision‑making and enhanced wellbeing.

People were consistently encouraged to make decisions that shaped their daily lives. Staff used creative and flexible methods to support independent action, including adaptive equipment to enable people to complete tasks themselves wherever safe to do so. One person said, “They respect my need to be independent but are always around to help if I need anything.”

Planning and routines respected individual preferences, allowing people to remain fully involved in shaping their care. Staff embedded independent decision‑making into every interaction, helping people maintain confidence, autonomy and a strong sense of ownership over their wellbeing. The service demonstrated exemplary practice in promoting choice, participation and control. People were able to participate in an excellent selection of activities both indoors and out of the home. Indoor activities included movie afternoons, quizzes, games, celebrations and happy hour events. Outdoor activities included walking groups and visits out in the home’s minibus.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff noticed early signs of worry or distress. For example, changes in facial expression or posture and stepped in promptly to offer reassurance. Staff used calm tones, gentle redirection and grounding techniques to help people feel settled. People commented that staff “know when I need a minute” or “pick up on things quickly.” When someone became unsettled, staff provided options such as a quiet space, music or supportive conversation depending on their preference. Relatives described staff as “emotionally tuned‑in,” and professionals said staff “interact with people respectfully, even in challenging moments.” This sensitivity contributed to a stable, reassuring environment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff described feeling supported by leaders and colleagues and said supervision sessions gave them space to reflect. Team members told us they “look out for each other,” which was reflected in calm handovers and positive communication across shifts. Newer staff said they felt welcomed and well-prepared through mentoring and shadowing arrangements. Leaders ensured staff wellbeing was monitored during busy periods, and staff confirmed they could raise concerns openly. This supportive environment helped staff maintain the positive, compassionate behaviours we observed, including the manager setting up a staff wellbeing drop-in every two weeks.