Ellis House

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. This is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment. Staff worked in partnership with people to understand their needs and respond to any changes in a way which reflected their wishes and preferences.

Relatives told us the care provided was person‑centred and tailored to each individual. One relative said, “[Person] likes to be able to go out each day for walks in Woodland and this is facilitated by the staff team. [Person] needs this daily activity to help them process and stay regulated emotionally. The team can offer this, but they also work on other activities which [person] might like to do, for example going swimming or to the theatre or just into the local community to use the chip shop. They are taking time to build up [person’s] confidence in these areas. Prior to coming to Ellis house [Person’s] life had become very restricted. [Person] has more opportunities to do things and broaden their activities at Ellis house.”

Staff described the provider’s person‑centred approach clearly. One staff member said, “People come first, it’s all about the person.” Staff spoke confidently about the people they were supporting, including their risks, how they ensured people were safe and when they would escalate concerns. One staff member explained how they supported a person who experienced seizures and when emergency services would be contacted.

Care plans were person‑centred and focused on people’s holistic needs, helping staff provide care in a way that respected each person’s choices and promoted their wellbeing.

The provider understood the diverse health and care needs of people and the local community. Care was joined‑up, flexible and supported people’s choice and continuity.

Relatives told us the provider involved visiting professionals when needed and kept them informed about any changes in their family member’s care. This helped ensure people received consistent support and relatives remained engaged in important decisions.

Staff told us the provider worked collaboratively with other professionals, such as doctors and disability nurses, so people’s changing needs were recognised and responded to quickly.

The provider recorded visits and outcomes from appointments with relevant professionals and followed their recommendations. This helped maintain continuity of care and ensured people received the right support at the right time.

The provider supplied accurate, up‑to‑date information in formats tailored to each person’s needs.

Relatives told us the provider kept them informed about any changes in people’s care. One relative said, “Communication has been good so far. They will ring me if [person] is ill, and I recently had an email where they want to set up regular meetings with me.” Another relative told us, “There is a daily log record, and any problems are recorded and if necessary, discussed with me. I am kept updated on health concerns and when I have previously raised concerns they were quickly dealt with.”

Staff told us about the complaints policy and how they took any concerns’ seriously. One staff member said, “If someone complained, I would support them to escalate their concerns in the first instance by seeing if there is anything that I can do. If I can't do it then I will escalate this to a more senior manager via email. I will ensure that this is followed up and that I get back in touch with the individual to keep them updated on what I have done.”

People’s communication plans were detailed and included a variety of methods tailored to each person’s individual communication style.

The provider made it easy for people to share feedback, offer ideas or raise complaints about their care, treatment and support. Staff involved people in decisions and explained what had changed as a result.

Relatives told us they felt involved in their family member’s care. One relative said, “The staff will get in contact with me if things need replacing or if my family member is unwell or something like that.” Another relative described the different communication aids their family member used and said, “I have seen staff give my family member the time and space needed to process whatever they are feeling and adjust their communication style, so they are not overwhelmed or demanded of at a time when they are less able to respond.”

Staff told us how they adapted their communication to meet people’s individual needs. One staff member said, “I make sure I use short, clear sentences. I am also aware of individuals’ preferences and will use MAKATON and picture exchange communication system (PECs). I will also use a social story.” MAKATON uses signs and symbols alongside speech, PECs allow people to communicate using pictures, and social stories use simple narratives to help people understand situations or events. These aids support people who may find verbal communicationdifficult. We observed staff advising people about potential risks, such as dressing warmly in cold weather, and encouraging people to express their choices and feelings in ways that suited them.

The provider ensured people could access the care, support and treatment they needed when they needed it.

Relatives told us people had access to health professionals as required. One relative explained the provider used a dentist who specialised in supporting adults with learning disabilities and autistic people, which helped to ensure dental care was accessible and appropriate.

Staff told us how they supported people to attend health appointments and described strategies they used to reduce anxiety, such as preparing people in advance, using communication aids and offering reassurance throughout the visit.

Records confirmed people attended regular health appointments and staff followed up with professionals when further advice or treatment was needed.

Staff and leaders listened carefully to people who might experience inequality in their care and tailored support to make sure everyone had fair and positive outcomes.

Relatives told us people were encouraged to take part in a wide range of activities that were meaningful to them. One relative said, “Yes, without exception the staff are kind and caring in their interactions. For example, last week after several attempts my [family member] was able to go and have their haircut. All the staff spoke about how pleased they were. They talked to [person] about how good their new haircut looked.”

Staff described how they challenged discrimination when supporting people in the community. One staff member explained they had made a complaint to a recreational centre after staff there showed a lack of understanding about a person’s needs. Others shared positive experiences of local services valuing people as equal members of their community. One staff member said, “It’s great, the local shop knows people by their name, and everyone greets people warmly on the bus. It’s just lovely to see.” Staff also told us about a time a person didn’t want to get off a bus because they were enjoying themselves. The bus driver and staff worked together to give the person time, respect their choice and support them to leave the bus when they felt ready.

People were encouraged to engage daily in their local community and use local services, helping ensure they enjoyed the same opportunities as anyone else.

People were supported to plan for important life changes, giving them enough time and information to make decisions about their future, including end‑of‑life care if this became relevant.

Relatives told us about people’s goals and future aspirations, such as trying new activities, building independence and exploring new outings in the community. They felt staff encouraged and supported these aims appropriately.

Care plans included people’s health and social goals. These were clear, person‑centred and focused on improving outcomes, developing skills and helping people progress at a pace that suited them.