Ellis 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. This is the first assessment for this service. This key question has been rated 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.

Relatives told us their family members received support from kind and caring staff. One relative said, “Without exception the staff are kind and caring in their interactions. They seem to take pleasure in the achievements of the people they look after and talk with pride about activities they have done together.”

Staff spoke passionately about respecting people’s privacy and dignity. One staff member told us, “When [person] points to the door or takes our hand and leads us to the door, we leave and check back in later. The person clearly is choosing to want some time on their own.” Another staff member said, “When assisting a person in the shower, I only help them with things they need help with. I hand them their flannel first and ask them to wash specific areas.”

We observed staff speaking to people respectfully and kindly. Staff enjoyed spending time with people, laughing with them, engaging in conversation and supporting them in ways that showed genuine warmth and connection.

The provider treated people as individuals and made sure their care, support and treatment reflected their needs and preferences.

Relatives told us staff understood people well and supported them in ways that respected their individuality. One relative said, “I think the staff genuinely care. Despite my family member having distressed incidents, the staff still care about them and do their best. I am confident with the staff there.”

Staff clearly knew people’s likes and dislikes and spoke confidently about each person’s routines, interests and support needs. One staff member said, “Staff really care, everyone is an individual and treated as such.”

People took part in a wide range of activities and outings which matched their interests. These included discos, walks in the woods, trips to parks and theme parks, going to pubs, swimming and other community activities people enjoyed.

Care plans and risk assessments were in place and personalised, helping staff provide care that met each person’s individual needs.

The provider promoted people’s independence and supported them to know their rights, make choices and stay in control of their care, treatment and wellbeing.

Relatives told us staff actively supported people to build confidence and develop independence. One relative said, “Staff demonstrate a high level of understanding from senior level to care staff about autism and learning disability. Staff want to expand [person’s] life and help them keep developing their independence.”

Staff told us they encouraged people to make their own decisions and stay in control of daily life. One staff member said, “The moment I walk in on duty, I always remember it’s their home. People should be encouraged to do as much for themselves as they can.” Another staff member said, “I never assume people cannot do something, and always encourage them to try before asking if they need or would like help. I prompt and encourage them to do things for themselves especially if I know they can do it. One person typically refuses to wash their dishes but with prompting they will return to the kitchen and wash their dishes at least a little bit.”

We observed people being supported to take part in daily tasks, with staff offering gentle prompts and encouragement to help people complete tasks independently wherever possible.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted quickly to minimise any discomfort, concern or distress.

Relatives told us staff recognised early signs of anxiety and supported people with patience and understanding. One relative said, “Staff are good at recognising [person’s] signs of anxiety and show patience when my family member is needing time to process things.”

Staff described how they responded when people became anxious, including understanding individual triggers and situations which could lead to distress. They explained how they adapted their approach to each person’s needs.

We observed staff supervising people closely and offering timely, calm support when people showed signs of anxiety. Staff used reassuring communication and gentle prompts, helping people feel safe and more settled.

The provider cared about staff wellbeing and supported them to deliver person‑centred care. Staff told us they felt valued and appreciated in their roles. One staff member said, “At Ellis House I feel valued by the recognition and appreciation of my service delivery. I also receive support from the managers, team leaders and other staff members.” Another staff member said, “The registered manager makes you feel appreciated. They always say thank you.”

The provider invested in staff training and offered regular supervision to support staff development and wellbeing. Staff told us this helped them feel confident in their roles and able to provide high‑quality, person‑centred care.