Eternity Healthcare Limited

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. Staff treated colleagues from other organisations with kindness and respect. Relatives spoke highly of the care their family members received from the provider and told us staff were kind, caring and thoughtful. Staff knew people well and told us how they supported people with kindness.

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. Staff received training in equality and diversity and dignity and respect. One staff member said, “We document in daily notes how the person communicates their choices, any disagreements and whether they appeared to fully understand what was happening, creating an ongoing log of communication and understanding.” Care plans included information about people’s life histories and what mattered to them. The registered manager said, “We collect information about their choices, preferences, and personal history of how they like, or used to like, things done.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us they supported people to maintain the skills they had and supported them where needed. One staff member said, “We promote independence and respect each person’s choices and preferences. We use different communication methods such as pictures, and written information depending on individual needs.”

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. People were supported to access healthcare professionals in a timely way. Staff knew people well and told us they were able to recognise when people required additional support. People were supported to access healthcare professionals in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Policies and procedures were in place to support staff such as a call management support system to support staff out of office hours. A member of the management team was always available to support staff. A lone working policy was also in place. Staff had opportunities to succeed within the organisation.