Everdale Grange

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 remained 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. Staff treated colleagues from other organisations with kindness and respect.

People told us they found staff to be kind and caring. A person said, “They [staff] put me in bed at night, they are so gentle. I see them with the others, they always treat us with respect.” Another person said,” The care is very good. They [staff] are friendly, they sit and talk to you if you have a problem. They talk things out with you. I’m satisfied with it all.”

A relative also told us how kind and caring staff were. They told us they were made to feel welcome and always offered a hot drink. They described an incident when a person had become distressed and how staff had responded with kindness and compassion and ensured everyone was offered reassurance.

Observations of staff engagement with people was positive. We observed the staff using people’s preferred names. Staff were attentive, calm, and gentle with everyone. They supported people to move by just being alongside them with a gentle hand on their back, using encouraging words such as, “Alright [name]? you are doing good.”

A person who had additional one to one staff support was observed walking the corridors, repeatedly asking questions. A member of staff was always nearby and answered their questions calmly. People were observed to be relaxed within the company of staff who spent time chatting with them and doing activities such as puzzles.

External professionals were complementary about the staff who they described as, “kind, caring and compassionate.”

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

People’s care plans detailed important information about their history, routines, preferences including information about any protected characterisers. This information supported staff to provide individual and personalised care and treatment. Staff confirmed care plan guidance was sufficiently detailed and supportive. People’s daily care records detailed the care and treatment provided; records confirmed people were supported in line with their care plan.

Staff meetings, including daily handovers and ‘huddle’ meetings were used to share important information with staff including any changes to people’s routines and preferences. From speaking with staff we found they knew people well. Staff were able to provide examples of how they treated people as individuals, ensuring choice and meeting preferences. This included how people were supported with their communication needs. A staff member told us how they checked people’s hearing aids were clean and working. We saw how they used visual cues and gestures to support people with choice making.

People and relatives were positive about how staff treated people and were confident staff understood what was important to people. A person said, “They’ve [staff] put me back together with kindness and care.” They described how, for example, if they dropped something and needed to ring the buzzer, and apologised, staff would say, “Don’t worry, we are here to help you.” A relative described how the staff get their relation ready in the mornings, they advised this could take a couple of hours, because they regularly refused support. They said, “They [staff] just do it slowly at their pace.”

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

People received visitors from friends and family without restrictions. People’s care plans included guidance for staff of the importance of promoting independence and decision making as fully as possible. Where onsite therapy staff shared actions with staff to support people in their reablement and rehabilitation goals, staff followed instructions and guidance.

Equipment was used to promote independence. This included assistive technology such as sensor mats for people known to be a falls risk, these alerted staff when people were walking independently. Walking aids, including moving and handling equipment such as a rotunda supported people to transfer easily and safely. Eating and drinking cutlery and crockery supported people to eat and drink independently.

Observations of staff engagement with people was positive. Staff promoted choice making in a variety of ways such as where people sat, activities they participated in, what to eat and drink. Staff were attentive and respected people’s choices.

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.

People’s care plans included information around how to support and communicate with people which we saw staff followed. This enabled staff to anticipate and respond to people’s needs in a timely way. People who experienced pain had a pain management care plan in place. This included any side effects their pain management medication may have, enabling staff to respond to any discomfort.

We observed staff respond to calls bells and requests for assistance in a timely manner. We also saw how staff anticipated some people’s care needs to ensure comfort and safety. We observed how staff spoke with people with respect and empathy. For example, 2 care staff tried to support a person to stand, ready to move to the lunch table. They stroked their arm gently, trying to get their attention. The person did not respond, so they left them where they were and brought their lunch to them. A staff member assisted the person to eat, when they refused the staff member tried a different food which was successful.

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

Staff were positive about working for the provider, they told us they enjoyed their work, felt well supported, received continued training and opportunities to develop. Staff told us how the provider had an advance payment system if staff were experiencing any financial difficulty. Staff spoke of the provider’s employee of the month system, used to reward staff for good practice. A staff member told us they had been nominated for this award and received a bonus. Another staff member said, “I would never leave this place, we work as a team, there is respect and love everywhere.”