Eternity Healthcare Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff had access to information and guidance about how to support people in a person-centred way, based on their individual health and social care needs, preferences, likes and dislikes. People were involved in choices and had an input in to how they wanted their care and support delivered. The registered manager said, “If our service users are no longer able to articulate themselves, we involve their family and informal carers or advocate according to their wishes. They will help us to understand what is it that the service user used to like to eat, drink or how they used to like doing their things so that we make their care plans as person centred as is practicable with their situations.” One relative said, “[Family member’s] care plan is fully tailored to their needs.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff communicated well with external healthcare professionals and followed their guidance. Systems were in place to ensure support packages were undertaken without delay when circumstances had changed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider worked in line with the General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) to evidence people had the right to be informed, access their information and the right to object. The policies ensured people’s information was stored and provided in line with current standards.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a comments, compliments and complaints procedure in place and the management team maintained a record of the issue or compliment and any actions taken to improve the service and manage people's expectations.

The provider made sure that people could access the care, support and treatment they needed when they needed it. All carers were provided with emergency contact numbers and clear guidance for out-of-hours situations. Staff were trained to respond promptly to people’s needs and escalate concerns according to protocol, and to always ensure people’s safety.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had a process in place to overcome barriers to care. The provider was committed to ensuring people’s unique needs were met regardless of any barriers. The provider promoted open communication by using plain language, visual aids and advocates.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. At the time of our assessment there was no-one using the service in receipt of end-of-life care. However, the registered manager told us they would work alongside other professionals and would be sensitive to people and their family members.