Eleanor Nursing and Social Care Ltd - Pantiles House

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 re-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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were positive about the care and support they received at the scheme. One person told us, “The staff are lovely. So kind. I can’t fault any of them.”

People looked at ease and comfortable in the presence of staff. Staff interaction with people was characterised by warmth and kindness and we saw they treated people with the utmost respect throughout our onsite visit. For example, we observed staff frequently sit and chat with people relaxing in their flats. Staff also knocked on people’s front doors or rang their doorbell and always asked the occupants permission to enter before doing so.

Staff spoke about people in a respectful and positive manner. A member of staff told us, “I would never enter a person’s flat without knocking or ringing their door bell first.”

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 received care and support from staff according to their individually assessed needs and wishes. People told us staff treated them as individuals and understood what their specific personal care needs, preferences and daily routines were. One person said, “Staff know exactly what I like and what I don’t. The staff know me and I know them.”

Care plans were personalised and contained detailed information about people’s strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs and wishes.

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

People told us staff supported them to be as independent as they could and wanted to be and to have as much choice and control over their lives as possible. One person remarked, “The best thing about living here is the staff who leave you alone as much as possible to let you live your life as independent as you can.”

People were given choice and supported to make informed decisions about the care they received. One person told us, “Sometimes I go out with staff to the local shops to buy the food I like to eat.” A relative added, “Staff always respect my [family members] decisions and make sure she is able to choose the food she eats and what activities she does.”

Staff told us care plans gave them a good overview of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with.

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 supported people to access external health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically.

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

Staff told us the managers helped them to feel happy and safe at work. A member of staff said, “This is a nice place to work.” Managers routinely used individual and group meetings to enquire about staffs wellbeing.