Edenom Care 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 newly registered 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. The provider demonstrated a strong commitment to person-centred care, with care plans which were detailed, regularly reviewed, and tailored to reflect each persons’ preferences, needs, and goals.

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 service worked effectively with external professionals when needed, including local GP surgeries, social workers, and district nurses. Staff also liaised with people’s relatives to ensure coordinated and informed care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service had a clear policy in place for the provision of information in alternative languages and formats, ensuring accessibility and inclusivity for individuals with diverse communication needs.

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. Although no complaints had been received, the service had clear policies and procedures in place to ensure any concerns would be appropriately managed and responded to. The provider completed surveys to gather feedback from people and their relatives.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans reflected a personalised approach, including strategies such as allowing extra time for communication, speaking slowly, and giving individuals space to respond. Staff ensured preferred items and activities, such as having the television on or access to books were available to ensure equity in access.

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. An Equality and Human Rights policy and procedure were in place, supporting the provider’s commitment to promoting fairness, respect, and inclusion. Staff had completed training in equality, diversity, inclusion, and discrimination, helping to ensure they understood their responsibilities and could deliver care that respects individual rights and needs.

People were not always 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. Although the provider was not currently supporting anyone receiving end-of-life care, there was no specific training in place for staff in this area. Advanced care planning was not reflected in care records. The provider acknowledged this as an area for improvement when highlighted during the assessment and demonstrated a commitment to addressing the gap through future planning and development.