Eden View Care and Response Services Ltd Also known as Eden View

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 service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. Care plans had been updated recently to better reflect current needs. Although formal care reviews had happened inconsistently, people felt their care was appropriate and reflective of their choices. People told us they spoke with staff and management about their care and support and could influence how it was delivered.

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. For example, the provider had worked with mental health services to support someone with their complex needs. This person’s mental health was improving and there had been a reduction in incidents requiring contact with mental health professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information about the service when they joined, this included key information about the values and purpose of the service. People did not receive information about what to expect in terms of punctuality of visits. The manager agreed to review this to give people further clarity about what to expect from the service.

The provider did not always make it easy for people to share feedback and ideas. There were limited avenues to collect people’s feedback and some systems to do this were new. The provider had recently issued satisfaction surveys to gather people’s feedback. Some people had also had spot checks and care reviews where they could share their views and satisfaction with the service, but these were not happening consistently. Staff involved people in decisions about their care or told them what had changed as a result. People told us they felt able to raise their views and were involved in their daily support. People knew how to raise complaints about their care, treatment and support. However, no complaints had been received. The service had received several compliments about the care provided.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to health care professionals and other services. The provider supported access if people needed assistance. For example, contacting GPs and district nurses on people’s behalf.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people.

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. The provider had received several compliments about how they helped people plan their future support and how staff cared for people at the end of their lives. A relative told the provider, “Each carer was so kind, thoughtful and professional. Providing [person] with care delivered with feeling, and empathy, that training alone cannot provide.” They also praised the manager for recognising and acting on the deterioration in their family member’s health. A staff member also told us, “We do very, very good end of life care, working with families.” Staff had training to support their knowledge and understanding of end of life care.