Eskdale House

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 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.

Staff engaged people in a positive and warm manner, offering gentle reassurance and positive affirmations during the provision of support.

Relatives explained how well staff knew people and commented that staff afforded people the time they needed to complete morning routines for example.

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.

A regular ‘ward round’ with the GP practice was held. They said, “Communication is generally excellent. They ask questions appropriately and seem happy to seek advice when needed.”

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

The registered manager explained, “When we carry out an assessment we ask about communication needs so we can make sure it’s effective and highlight the best approach for people.”

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.

Residents’ meetings were held, and decisions were made in conjunction with people. A family and advocates feedback survey had also been completed, and feedback was overwhelmingly positive with no areas for action being identified.

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

A representative from the local GP practice said, “They take advice as needed from us or the out of hours team if necessary."

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.

Staff shared appropriate and relevant information with partners involved in people’s care to ensure they understood people’s needs and preferences,

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.

Care plans included information on people’s preferences for end-of-life care where they had chosen to discuss it.