Eldonian House Care Centre

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. People received personalised support that reflected their routines and what mattered most to them. Although some people’s care plans required some additional person-centred details, staff had a strong knowledge and experience of each person and were able to tailor support in ways that helped people feel valued and understood. People were treated with dignity, without discrimination, and in ways that promoted their individuality. One person told us, “If you are feeling a bit low the staff will sit with you and come back later to see if you are feeling better”. A relative shared, “It’s so reassuring to know [Name] is safe and well looked after, the care [Name] gets is second to none.” We spoke to a visiting health professional on the day of our inspection who told us, “Staff look after people here, they have empathy, compassion and good communication, I can’t fault it. There is a good continuity of staff.”

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 supported people to maintain their relationships with family and friends. Visitors to the home were encouraged and made to feel welcome. There were quieter areas of the home, such as a ‘tearoom’, where people could spend time with their loved ones over tea and cake. We observed visitors at the home on the day of inspection and how this had a positive impact on people’s well-being. The home considered people’s relatives as part of the family.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people in a way that upheld people’s autonomy, including choice over who supported them. People’s care and support placed emphasis on independence, dignity and active involvement in decision-making, wherever possible. Throughout the inspection, we observed staff were person centred focused and knew people well and offered choice at every opportunity.

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 had built up close bonds and relationships with the people they supported. People received timely and consistent care from familiar staff who understood their needs.

During the inspection, we observed staff were visible and available to respond to people whenever the need arose. Where people required support, this was delivered with care and dignity.

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 they felt valued listened to, well supported and respected in their roles. There was a culture of openness and collaboration. Staff described leaders as approachable, supportive and committed to delivering high quality care. A member of staff told us, “The managers here are excellent.”