Elwick Grange

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff interacting with people in a consistently kind, respectful and compassionate manner. Staff sought consent before entering rooms, routinely knocking and waiting for permission.

People told us staff were approachable and engaged positively with them. One person said, “[Staff] are very busy, but they will come and chat when they have time.” A healthcare professional said, “The residents usually express when I talk with them about how happy they are and how lovely the staff are, I even had a person last week requesting not to be moved as they loved the care in Elwick Grange and felt part of a family with the staff caring for them which I totally see when I visit.”

Staff 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.

A staff member told us, “I always strive to support service users to have choice and control over their daily lives by offering options, respecting their preferences, encouraging independence, and promoting dignity and respect in all interactions.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Staff recognised where people could do things for themselves and encouraged them to maintain their independence as much as possible. Staff promoted people’s abilities rather than taking over and completing tasks for them unnecessarily.

A staff member told us, “We support residents to stay as independent as possible and take a person-centred approach to each person’s needs always giving choice and encouragement to enjoy past hobbies and join new activities.”

Staff 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 alert to people’s needs and took time to observe, communicate and engage with people to identify their immediate needs. Staff recognised different ways in which each person may be communicating discomfort, pain or distress, including both verbal and non-verbal cues.

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

The provide demonstrated a caring culture for both people and staff. Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service.