Elmdale 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 the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. 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. Members of staff were kind and caring. They knew the people they supported. There was good knowledge about the people who received support, and their needs, throughout the service.

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. People’s needs and preferences were outlined in care plans. Care and support was tailored to reflect individual preferences.

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 to have independence, choice and control in all aspects of their care and support. We observed people make choices about what activities they wanted to engage in and which places they wanted to visit. Members of staff supported people to develop and maintain independent living skills around cleaning, shopping and cooking in line with the needs identified in care plans.

The provider listened to and understood people’s needs, views and wishes. Members of staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed members of staff supporting people appropriately and in line with their care plans and assessed needs. Where people needed intensive support, this was in place.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Members of staff were well supported by the provider. An employee handbook with organisational policies and procedures was in place. A member of staff told us, “I receive good support from the registered manager and the provider. They are approachable and available to give guidance whenever needed. I receive regular supervisions, team meetings, course refreshers, opportunities to develop, and support after incidents or safeguarding concerns.”