Eden House

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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff were exceptionally kind and compassionate and consistently treated people with dignity and respect. People felt genuinely cared for and emotionally safe in their home. People described feeling loved and lucky to live at the service. One person told us, "They (staff) do take care of me." Staff knew people well, including their histories and health conditions. They used this knowledge in a sensitive and informed way so people felt understood. For example, 1 person explained staff knew "all about my trauma" and supported them so they did not feel triggered or overwhelmed. For example, ensuring their noise sensitivity was managed thoughtfully and balanced with the needs of other people living at the home.

People and staff spoke about each other as an extended family, and there was a warm, homely atmosphere where staff used humour and everyday chat to help people feel at ease. One person said, "They're amazing with me cos I've known them for years. I tell them what's going on, they give me advice on what to do." Staff went out of their way to support people’s wellbeing in personalised ways, such as arranging a movie night when a person could not see a film at the cinema, taking people on caravan breaks, and planning a cruise holiday with people so they could enjoy shared experiences that mattered to them. Another person told us, "I'm so happy now, I've [gained weight]; without their help I'd still be in hospital. Staff are so nice, I have nothing bad to say about this place." Another person explained, “Staff say nice things about everyone.” A staff member told us of their pride in supporting one person. They commented, “[Name] looks fantastic to how they first walked through the door. We’ve done that!”

The small size of the service and the consistent staff team meant people received attentive, unhurried support. People told us they were comfortable to ask for help, including during the night when staff were sleeping in and people knew they could knock on the door at any time. Staff normalised care in a way that protected people’s dignity; for example, staff wore slippers as they would at home and used gloves and aprons sensitively during personal care. One person proudly showed us their bathroom and told us how staff supported them with baths and showers in a way that suited their preferences.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service was highly person centred and people were consistently treated as individuals. People and staff gave multiple examples of care being tailored to each person’s preferences, history and goals. One person told us, “They (staff) don't do things for you, they guide you. It's just like home."

Staff and the provider made practical adjustments so people could do as much for themselves as possible. For example, they had installed lever taps for 1 person who could not manage push taps, had sourced weighted cutlery, and provided a fob for their bedroom door to replace the key they had become unable to use. Care plans contained detailed life histories, personal information and preferences, including accessible formats such as easy read documents, so staff understood people’s backgrounds, beliefs and what mattered to them in daily life. For example, 1 person was sensitively provided with food which had the right texture to comfort and support them when distressed. This person had previously been in hospital to maintain their mental health. Since moving to Eden House this person had not experienced any mental ill-health.

People were actively involved in decisions about who lived and worked in their home. For example, the provider explained that following interviews potential new staff first visited for tea and then people were asked for their feedback prior to people being appointed. This enabled people to make the final decision about staff appointments. One person explained, "We make new people welcome. They have an interview, then they come in here and then we decided who we want, it works." Before a new person moved in, the provider discussed this with existing residents and listened to their views about how this might affect the household. Another person described their involvement in choosing items for the home. They told us, “We’re going to get a new carpet for the hall. [The provider] showed us carpets and checked we like it.” This enabled people to be actively involved in a strong culture of shared decision making‑ and respect for their home life.

Staff paid careful attention to people’s specific sensory, emotional and communication needs. A person with autism told us staff understood their sensitive hearing and trauma history, helped them avoid triggers, and supported them to manage an eating disorder with personalised food choices recorded in a detailed food diary and weight chart. Another person talked about how staff listened to their worries about friendships and reassured them when they were anxious about relationships changing. They told us, "Staff talk to me about my worries."

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had a high level of independence, choice and control over their daily lives, supported by staff who worked to the provider’s ethos of doing things ‘with not for’ people. Staff empowered people to identify what input they needed for their support. Staff were then able to support people with their goals and aspirations. For example, 1 person was encouraged and supported to find training courses for the job they wished to do. Staff then supported them to attend these training sessions. Staff helped this person arrange a training session at a particular suitable time suitable which helped them manage their anxieties. One person described carefully recording their spending in a bookkeeping file and told us, "It helps me to keep tabs on my spend." Another person spoke proudly about doing all their own washing and ironing, and choosing their own furniture and entertainment equipment for their room.

People made everyday decisions about activities, meals and routines, with a rota and menu planned together so everyone had turns choosing and preparing food. People talked about cooking their favourite meals, going out for fish and chips, and deciding what to watch on television in the evenings. People were encouraged and supported to take part in ordinary community life. They volunteered at local organisations, attended groups such as a dementia café and art and photography societies, went to day centres, and travelled independently to town, shops and events. Staff supported measured risk t‑aking so people could enjoy these opportunities safely. One person told us, "I go there (voluntary group) to help friends with learning difficulties. I help [Name] with the pots and wash and dry and put away." Staff and the provider agreed this was an important part of people’s independence and described how this had positively affected this person’s mood and wellbeing.

People were also supported to make bigger life decisions about the future. One person talked about planning to move to supported living and said staff encouraged them to apply for work, drove them to training sessions and supported them with appointments. They told us, "They (staff) really do care. They let me do what I want, I'm applying for jobs at the minute. They are supportive and encourage me a lot."

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 understood people well and responded promptly when their needs changed. Staff were vigilant and always acted quickly to secure medical help. One staff member explained, “People are safe. If they are feeling ill, we will know, or they will tell us. We get the doctor.”

People received timely support with health conditions, including diabetes and complex physical health needs. When learning disability nurses visited and completed reviews staff followed up immediately. One person told us they had not experienced “meltdowns” since moving in and felt safer and more stable because staff understood their triggers and supported them consistently.

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

Staff felt valued, well supported and proud to work at the service. One staff member told us it was the “most rewarding job ever”. Another staff member explained they had received “the best support ever” when their personal circumstances had changed. Staff described strong teamwork, flexible shift swapping and the provider stepping in to cover shifts, which helped maintain continuity for people. They received regular handovers, supervisions‑ and appraisals alongside recent training in key areas.