Elizabeth 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

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People told us staff were kind.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People told us staff were kind. People told us they were supported to make choices and decisions about how they liked to be supported and how they spent their time. Reviews of people’s care were undertaken, and people and relatives actively involved. We observed staff knocked on doors before entering and addressed people by their preferred names. People and relatives described staff as caring, kind and helpful. One person said. “They order a paper for me every day and listen to me. The food is excellent. I’ve never had a bad meal. I go down to the lounge or they bring it to me.” A family member told us, “There’s enough staff and you can talk to them. They are very good at keeping me informed. My [relative] is treated with respect, is always presentable. They try to get them out of their room to have a change of scenery. They always call their name and have a little joke.”

The provider and staff ensured people's care plans had up-to-date information to promote their independence in areas such as freedom to move around the service, ways of communicating, managing their own personal care and participating in social and leisure activities. Staff met with people and their relatives to discuss their support and any changes that were needed. The provider had systems in place to capture people’s views on their care including meals and drinks, activities on offer and what people might like to achieve in the future. Examples included people’s wishes on a ‘wish tree’ and responses to “You said, we did.” People told us they were aware of the activities and social events available to them.

Staff understood person centred care and were able to explain how they ensured people were given choice and control in their lives. Staff spoke positively and warmly about people and gave examples of person-centred care. One staff member told us, “People are given choice over what they want, we always ask people, and they can always change their minds.” Another staff member said, “We respect and promote people’s human rights, we must know their needs and read their care plan.”

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.