EVHM LLP - 5 High Beech Close

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 that 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.

Staff knew people well and how best to support them. There was a warm atmosphere in the home during our visits and you could tell from interactions between people and staff that staff knew people well and how they liked to be supported. A person told us, “I get upset sometimes and the staff hug me.”

All relatives spoken with told us that staff were very kind and caring, one said, “Oh yes and they are all very approachable.” Another told us, “They do look after her well.” Staff treated colleagues from other organisations with kindness and respect. A professional told us, “They know my client well, and treat them with respect and dignity, there is a real sense that they care about my client.”

Staff 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.

A staff member told us that although people got on well, they had very different hobbies and interests and this was reflected in their daily activities. Two people liked going to discos, others found the music loud and opted out of this. Keyworker meetings were held regularly with people and within these meetings people were encouraged to make goals and to share their views on how they wanted to live, their aspirations both short and long term. People were encouraged to make a variety of choices from, what they wanted to eat, activities they wanted to take part in, and they discussed their wishes in relation to annual holidays.

Care plans included details about people’s preferred names, hobbies and interests. For example, one care plan stated the person liked doing the recycling. The person told us this was important to them. This meant that people’s individual needs and preferences were understood, and these were reflected in the care and support they received.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had varying abilities and needs, and staff encouraged people to be as independent as possible. For example, A person told us, “I help with food. I do the potatoes for everyone, I can do this on my own, they [staff] tell me how many to do. I do my own laundry.” They also told us, “I go to a dance group. I’m a helper and I help with people in wheelchairs and, “I take the bins out every week.” They took this role very seriously and told us they loved this task. Another person told us, “They (staff) help me with my laundry, but I make my own bed.”

People told us they were supported to maintain access to their relatives and friends. One person said, sometimes my friends come to have tea here and other times I go to their house for tea. Some had their own mobile phones to maintain contact and others were supported to make calls. A relative told us they had been invited to the home for a meal and, “Always felt comfortable visiting the service.” People were also supported to buy and send cards and presents for relatives’ birthdays and special events.

People were supported to do activities of their choice. Some attended day centres and college courses. Others attended activities arranged by the staff team such as dance classes and curling. People had opportunities to go out for meals and café trips, they went shopping for personal items and joined in the general house shopping. Trips to cinema and theatre trips were arranged periodically.

Staff 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. We observed staff respond appropriately to people who displayed signs of frustration/agitation. Care plans provided detailed guidance on how to anticipate and meet people’s needs quickly and in ways that reduced and mitigated discomfort and stress.Staff knew people well and how best to support them.

One person had what was believed to be temporary mobility difficulties which meant that they could not use the stairs. Following consultation with the person and all the people living at the service it was agreed that the person would temporarily move their bed to the dining room. The dining table was moved into the lounge. People told us they were happy with this arrangement. There were professionals supporting the individual to regain their mobility.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

A staff member told us, the registered manager and deputy are, “Honestly, they are there for you. They are amazing, I have never felt more confident speaking with management then I do here.” They also told us that when they had dealt with a daunting situation, they phoned the registered manager for support. The registered manager came to the home, and they went outside and had a debrief talking through the incident and how it had been handled. They were offered the choice to go home but felt comfortable staying to complete their shift.

Another staff member told us the provider was very supportive towards the staff team both inside and outside of the workplace.