Eldonian House Care Centre

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 71 (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. A member of staff commented, “It’s person-centred care here and it’s so individualised, we learn about people.” A visiting health professional confirmed, “They [Staff] know their clients very well. They take a holistic approach to care and go the extra mile to make sure patients have the care they need.” People were involved in developing their care and support plans wherever possible. People’s needs, choices and preferences were identified and recorded in their plans of care. Care and treatment were reviewed regularly to ensure any changes required were made in a timely way.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided to people in a way which they understood. For people who required it, an advocate was used to help support people to understand information about their care and to help them express their views and wishes. A pictorial menu board was in place to help people choose from the various dining options on offer.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided to people in a way which they understood. For people who required it, an advocate was used to help support people to understand information about their care and to help them express their views and wishes. A pictorial menu board was in place to help people choose from the various dining options on offer.

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. People knew how to give feedback about their care and support and could do so in a range of ways, such as feedback questionaries and resident meetings. Relatives were also encouraged to provide their feedback. We reviewed a sample of feedback questionnaires, comments from relatives included, “From the day I came to Eldonian House, I felt it was the right place for Mum, she is well looked after, and nothing is a problem” and “So pleased we chose Eldonian House, the manager works so hard to make sure everyone feels at home. Mum is so well looked after, the home is immaculate.” Although people told us they had no cause to complain, they felt confident that if they ever needed to do so, their concerns would be taken seriously and responded to. A relative confirmed, “If I had a complaint I would talk to one of the staff, you could tell them anything and they will sort it out.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s care records evidenced people accessed support from external professionals when required. Staff adapted their support accordingly when people’s needs had changed. We reviewed written feedback from an external visiting professional which read, “Eldonian House is an excellent home with incredibly caring staff, it’s a home from home, and the safety is of the highest standards.”

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. Reasonable adjustments were made and action taken to remove barriers when people found it hard or challenging to use or access services. Where required, staff acted as an advocate to other health professionals for people who wanted additional support.

Although we were assured staff supported people 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, not all care plans contained details which adequately captured people’s end of life wishes. For 1 person who had a DNA CPR in place, their end-of-life care plan simply read ‘To remain at Eldonian House for care.’ We could not always be assured the provider had properly considered and recorded people’s values and wishes and how these may influence decisions about their end-of-life care. This is particularly important for people with a DNA CPR in place, to help ensure people had a pain free, sensitive and dignified death.