Eden Lodge

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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. We observed people engaged in meaningful activities of their choice. A relative told us, "We’re very pleased with Eden Lodge. It absolutely provides a lifeline. It’s an essential service." A member of staff said, “Dignity and respect means treating people as individuals, valuing their choices, privacy, independence, beliefs, and ensuring they feel safe and always respected. I maintain privacy during personal care, speak respectfully, involve people in decisions, listen to their wishes, and support them in a compassionate and professional manner.”

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 attended the service for respite care visits and viewed it as a holiday. The service referred to people as ‘guests’ and supported people to do whatever they chose to do. People were treated as individuals. A relative said, "I feel so happy, so relaxed and confident. [The staff] are all lovely. [Family member] goes in skipping! [The staff] are so supportive. They listen to [family member]. {Family member’s] hair is always nice and tidy and they hate being touched, but [the staff] manage it. They’re absolutely welcoming. They’re always there at the door and asking if they can help in any way and greet us so warmly. They’re all my favourites!” A member of the management team said, “I ensure dignity and respect are embedded in every aspect of care deliver by setting clear expectations for members of staff and leading by example. We promote person-centred care, ensuring support is tailored to each individual’s preferences, routines and values. We support people to make their own choices and maintain independence, offering encouragement rather than taking over.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The service supported people to make their own choices and live their life as they wanted. We observed people making choices and decisions to stay in bed until mid-morning and then getting up for their breakfast. People were supported to maintain the independence they had in their own homes. One person who managed their own medicines at home was supported to continue self-management of their medications whilst ‘on holiday’ in the service. Members of staff recognised it was important for people to retain their independent living skills whilst staying in the service. A relative said, "[Family member] visited the service at the beginning of May and they came home with a photo. They were spreading jam on toast. It was lovely to see them doing stuff and doing it themselves. [Members of staff] do promote independence. I really appreciated the photo. Members of staff have done it before with other things.” A member of staff told us, “I support independence by offering daily activities such as what people want to wear or what people want to eat or do. I involve people in their care and support and encourage their independence and support them to do as much as they can for themselves, respecting their wishes, preferences, and routines. I follow people’s care plans which reflects their choices. They are regularly reviewed and updated with people’s involvement.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were deployed effectively to meet people’s immediate needs. We observed people were happy and not in distress. A relative told us, "[Family member] does baking and cooking. [Members of staff] promote their independence. [Family member] even wants to go there for their birthday!"

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The staff team told us they felt well supported by the management team and the provider. They had access to workplace support and counselling. A member of staff told us, “Yes, I have regular supervision and appraisals. I feel able to speak to my manager for guidance and support when needed.” Another member of staff said, “I do feel valued and listened to. I also listen to other members of staff with their questions and concerns and will continue to do so.” The staff team had been nominated for the ‘Team of the Year’ award as part of the provider’s ‘Recognising You’ staff awards programme. The nomination reflected the hard work, dedication and positive impact the staff team brough to their role.