Eden Support Ltd

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 provider met people’s needs.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’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 provider 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.

The provider ensured people were actively involved in planning, reviewing and monitoring their care. Care plans reflected people’s individual needs, preferences, routines and goals, enabling staff to deliver care that was tailored to each person. Records demonstrated that people were supported to have choice and control over their daily lives and were encouraged to express their views and wishes about how they wanted to be supported.

Care was personalised and centred on the individual. Detailed care plans provided staff with clear information about people’s strengths, abilities and support needs, helping to ensure care was delivered consistently and in line with people’s preferences. People were not subject to unnecessary restrictions and were supported to make informed decisions about how they spent their time and engaged in activities that were important to them.

Staff demonstrated a good understanding of the people they supported and were able to describe individuals’ needs, preferences and routines in detail. Daily care records were maintained to monitor the support provided and were reviewed regularly through weekly audits. These systems helped ensure care remained responsive to people’s changing needs and continued to promote their wellbeing and independence.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The registered manager told us they had good relationships with other health professionals and worked in partnership to deliver people’s care. Staff confirmed they often worked closely with other professionals such as the General Practitioner. Staff were allocated consistently to people, which helped ensure stable support and continuity in how the person’s needs were met.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider made sure people were given information in ways they could understand so they could be involved in decisions about their care and support. Managers and staff worked closely with people they supported and community-based care professionals to understand how each person communicated their wishes, and to ensure essential information was accessible and understood. The registered manager told us staff also used pictorial formats in people’s homes to support them to choose where they wanted to go out in the community. Staff told us people were able to respond verbally and that they spoke to people directly and clearly. Communication plans were in place that included information on how to communicate effectively with people and outlined people’s preferred methods of communication.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

There was a complaints policy and procedure in place. Records showed that complaints were investigated and responded to, and complainants were informed of the outcome. People were provided with clear accessible information about how to raise concerns and how these would be managed by the provider.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported to access care and support when they needed it, and adjustments were made to support people to access this support as required. For example, where a person found attending appointments distressing, arrangements were made for healthcare professionals to visit them at home to ensure they continued to receive appropriate care and treatment.

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.

Leaders and staff were aware of inequalities people receiving support may face and were able to tell us the action they would take if concerns arose. For example, a staff member told us how a person had been struggling to access their bath. Staff had therefore supported the person to access specialist equipment to enable them to experience safe bathing in their own home.

There were systems in place to consider people’s experiences in care. People had sufficient opportunities to engage in meaningful leisure activities that reflected their social interests and needs. Staff actively supported people to regularly attend a range of activities in the wider community, including discos, day centres and day trips. People also went on regular short-breaks and holidays. People and their families were supported to be involved in discussions about people’s social interests, which were recorded in their care plan.

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.

There was no-one receiving end of life care at the time of the assessment. Staff had received training to support people in relation to end of life care. The registered manager told us an external company had made funeral arrangements with people and they had gained people’s views and wishes and these were incorporated into care plans.