Eliot House

People were protected from the risk of abuse, neglect and avoidable harm. When safeguarding incidents occurred, they were managed and reported appropriately. Risks to people’s health and wellbeing were managed well. Care plans and risk assessments were in place, which provided staff with detailed information about how to support people safely. Specialist healthcare support was arranged when needed to meet people’s needs. The provider ensured staff were recruited safely and were suitable to support people living at the service. Staff completed the training necessary to support people well and keep them safe. They received regular supervision and told us managers supported them well. We received mixed feedback about staffing levels which we shared with the provider. They reviewed people’s needs and increased staffing levels after the inspection.

Staff were kind, compassionate and treated people with dignity and respect. People’s independence was promoted and equipment and adaptations were in place to support this. Relatives described examples of managers and staff going above and beyond their duties, to provide people with care which resulted in an improved quality of life.

People and relatives’ views about the care and support provided were sought by the provider, through satisfaction surveys, reviews and regular meetings. People’s relatives and representatives were consulted when they were unable to make decisions about their care, to ensure any decisions made were in their best interests. Managers and staff knew people well and worked hard to provide them with individualised care which reflected what was important to them. The service worked with a number of community healthcare agencies and advocated on people’s behalf, when necessary, to ensure they received appropriate care and treatment and experienced an improved quality of life.