Eden Support Ltd

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.

This is the first assessment for this provider that relates to the provision of supported living. This key question has been rated 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During our visit, we observed that people were treated with kindness and compassion. People looked at ease, comfortable and happy in the presence of staff.

People told us staff were, “kind and caring”. One person told us, “I am very happy with my care. They look after me well.”

A staff member told us they always gained consent where the person needed support with personal care. People chose whether they wished to have a wash or a shower and staff supported people’s independence by encouraging them to do as much as they could for themselves. Staff told us they made sure people’s privacy and dignity was respected by closing doors and windows.

The provider 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.

Care plans were personalised, based on people’s assessed needs, and regularly reviewed to ensure they remained up to date. Where people were unable to communicate verbally, staff used Makaton signs and pictorial prompts to support effective communication and promote involvement in daily decisions. Staff provided care in line with people’s individual needs and preferences and demonstrated a good understanding of people’s likes, dislikes, routines and places they enjoyed. They were able to recognise signs of distress and responded appropriately to provide reassurance and support. During our visit, we observed staff offering gentle prompts and reassurance, adapting their approach to support people at a comfortable pace, which reflected the personalised methods described to us.

Care plans contained detailed information about people’s strengths, preferences, spiritual and cultural needs, and how they wished their care and support to be delivered. Staff understood their role in promoting equality and dignity and protecting people from discriminatory practices.

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

People were supported by staff to undertake tasks and activities aimed at encouraging and promoting their independence. Care plans included what people could do for themselves and where they needed support. Staff supported people to follow their own routines and make decisions that reflected their individual preferences.

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 were aware of people’s healthcare needs and how to respond to any immediate healthcare emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically. The registered manager told us they had systems in place to ensure an on‑call service was available, so staff could contact the office in the event of an emergency.

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

The registered manager told us about their workforce and how they considered their wellbeing. This included operating an open-door policy and ensuring they were available for staff when needed. Staff we spoke with during the assessment felt supported by the management team. Staff told us the workload was, “manageable” and they felt safe at work. Records confirmed that staff received supervision, and appropriate action was taken where any concerns were raised.