Eachstep Blackburn

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 service involved people and treated them with compassion, kindness, dignity and respect. It was clear from feedback received and observations during the assessment that staff were caring. We overheard 1 staff member greet everyone when they walked into the lounge. One person said, “I love you.” The staff member responded with, “I love you too.” Staff respected people’s individual choices and made sure they engaged in their care, to promote positive outcomes. However, we did raise some concerns related to data protection and the management of confidential information. This was discussed with the management team and some safeguards were put in place. People had access to their friends and families and the service supported these relationships. People gave examples of how staff respected their choices and promoted their independence.

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.

People and their relatives told us they were treated with kindness. One person told us, “The staff are very caring.” One relative said, “All the staff treat visitors with respect.”

Staff told us they had received equality and diversity training. One staff member told us, “The training underpins Eachstep values, which are allowing people to live inclusive lives with respect dignity and choice.” The provider offered to provide 1 person with support to manage their personal circumstances outside of the home, to promote their dignity.

We did not receive any concerns from health professionals related to kindness compassion and dignity.

We observed staff respecting people’s privacy. However, we also saw some people had signs on their bedroom doors asking that their bedrooms be locked when they were not in them. This did not always happen. On 1 floor, nurses were based in a communal area, outside a lift, taking calls and attending meetings related to people and good practice. We discussed this with the provider during our assessment, who stated they wanted nurses to be based in an area that would give them greater oversight of people. They also said they would be purchasing privacy screens for the computers. People were relaxed and smiling and approached staff without hesitation. We observed warm interactions between all staff and people. At mealtimes, we saw people being supported patiently by staff who sat alongside them, chatting and promoting a positive mealtime experience. When people became upset or confused staff knew how to calm people and offered a helping hand so they could walk together around the home safely.

People experienced individualised care from staff who knew people well. People were supported to follow their own areas of interest. This included the provider putting safeguards in place to minimise risks when people made unwise lifestyle choices.

Staff spoke compassionately about the people they supported. Staff were able to share strategies on how to meet people’s needs in a dignified manner.

The provider had dolls and prams at the home for people. This gave some people a purpose and gave them a reason to talk with other people and reminisce with staff about their earlier lives. We observed staff being kind and entering people’s reality which promoted people’s wellbeing. We observed some people dressed uniquely, which was respected by staff. We noted some people liked to remain in their rooms or sit in reception, staff accepted their preferences.

While people’s individual needs and preferences were understood, these were not always reflected in some records. This was discussed with the registered manager who acted and updated the records during the assessment.

People were supported to have choice and control over their own care. When people acted independently or made unwise decisions, the provider respected these decisions and put safeguards in place to keep them safe.

Staff knew people’s preferences and how they wished to be supported. One staff member told us, “Nothing makes me prouder than making a good difference to someone's day.” Staff understood the importance of ensuring people were supported to maintain relationships and networks that are important to them. Staff told us relatives often visited or telephoned people living at the home, and the provider confirmed there was currently no restrictions around visiting.

People had access to activities to promote and support their health and wellbeing. We saw a variety activities taking place during the 2 day site visit. The registered manager arranged clergymen to visit the home on a regular basis. This helped people practice their religion. People had been supported to maximise their independence. This included supporting people to self-administer prescribed food and drink thickener and manage the risks around their smoking.

The provider knew how to access specialist equipment and additional funding to promote people’s independence.

People were supported when they requested or needed help. Care records showed people were given help and support when they needed it, in a way that met their needs and wishes.

People were supported to stay healthy and well. Care plans detailed people’s health care needs and conditions. Records showed staff ensured people routinely attended scheduled health care appointments and had regular check-ups with a range of community health and social care professionals. Emergency health advice was sought quickly when this was required.

We observed staff supporting people swiftly and with kindness if they needed help or support. Staff demonstrated good awareness of peoples personal, health and social care conditions and how to respond to meet people’s immediate needs and prevent them becoming distressed or unwell, emotionally and physically. When 1 person became unwell we saw expert advice was sought immediately.

Staff had the necessary resources and facilities for safe working, such as regular breaks and appropriate training. One staff member told us, “We have a huge amount of support here. [Registered manager] tells us to come to her at any time, about anything.”

The provider had systems to ensure people received person centred care but also ensured staff wellbeing was promoted. This included staff members having regular breaks from providing one to one support, as this could be demanding.