Edenmore Nursing Home

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.

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.

We observed kind and caring interactions whilst staff were supporting people. Staff spoke about people in a dignified and respectful way. Staff always knocked before entering people's rooms and ensured doors were closed when delivering personal care. All care and support interventions were person-centred.

Relatives were positive about the kindness and compassion shown by staff. One relative said, “I’ve been well impressed with them. They seem to care. I never go up there and feel a tense atmosphere. It’s very relaxed and chilled.”

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.

Our observations showed staff knew people well and as individuals. Staff demonstrated they could foresee people’s care and support needs and intervened early. Where people became agitated of distressed, staff clearly understood the best way to support the person at that time. This resulted in very positive outcomes for people.

People were supported to maintain relationships with friends and family. Visitors were made to feel welcome into the service, we saw relatives came to visit their relatives on the day of our assessment. One relative said, “We can visit any time. I’ve never been turned away and always felt welcome”.

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

People’s care plans gave guidance to staff on how much people could do for themselves and when they needed staff support. For example, during personal care there was guidance on how much support people needed to wash or use the toilet. This meant people were encouraged to maintain as much independence as possible.

Our observations showed independence was supported. People who were independently mobile moved freely around the service. People who required support were assisted by staff. At lunchtime, minimal support was provided to those people who were eating independently; instead, staff promoted people’s independence. Staff checked people were enjoying their meals, offering encouragement throughout the mealtime period.

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 visible throughout our assessment visit. We saw staff responding very quickly to people’s needs and reassuring them when requests were made. Our observations were very positive, and we saw that some people’s agitation and levels of distress fluctuated throughout the day requiring different levels of staff support at different times. Staff were able to recognise when people needed prompt support.

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

The provider and registered manager spoke very positively of the staff team at the service. Staff told us they felt well supported by the provider and the registered manager. They told us the leadership at the service promoted a positive team environment. One staff member said, “It is very good, and we have a good manager and good team members and the family members [people using the service] - I like them very much.”