Eve Belle

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We reviewed 2 quality statements under this key question: Kindness, compassion and dignity and Independence, choice and control. Staff respected people’s privacy and dignity and encouraged people to remain independent. People were supported by a caring staff team who respected their choices and preferences.

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 were complimentary about the care and support they received at Eve Belle. We saw that staff were kind, sensitive, warm and treated people with dignity and respect. A person told us, “I feel safe with the staff. They are gentle when they move me, and they assist me with my meals and drinks.” A family member said, “Staff are very welcoming and friendly. Can’t do enough for you. [Relative] is happy here and has a lovely room.”

Staff knew people’s personal histories, preferences and wishes. They spoke to and about people in a respectful way. There was a culture of kindness and respect between staff who worked together well. A staff member said, “People have a choice of staff to support them, there is a good atmosphere with staff, everyone gets along great. Staff really put themselves out for people.” Another told us, “I love the people here, they are amazing, so many stories to tell, and some so funny to be around. We have a laugh and a joke. It’s a very relaxed home, people come and go and spend their days as they want to.”

People’s care plans and daily notes showed good communication and liaison between staff and professionals. We saw evidence of how professionals and staff worked together to look at better outcomes for people. This included changing a person’s medicines as staff had noticed they were more sleepy than usual and employing the services of a physiotherapist for someone at risk of falls. A professional told us. “The staff are lovely. The seniors and staff know all about people. I only have to ask, and they know straight away. They make referrals in a timely way, let us know as much as possible so we can make sure we look at everything including any medicine changes needed.”

We observed staff engaging with people in a kind and caring manner. Mealtimes were enjoyed and people could choose where they sat and who with. We saw people and staff chatting, laughing, and spending time together. People looked comfortable and relaxed, well groomed, and some wearing makeup and jewellery of their choice. Two hairdressers visited weekly so people could have their hair done and we saw this was a hive of activity with active conversations and interaction. One person said, “It makes me feel so nice having my hair done, it’s a real treat.” Professionals were welcomed into the service and appreciated by staff. We saw a compliment from a professional saying, “The staff at Eve Belle demonstrate a level of compassion to people and their relatives. They are very friendly and accommodating to professionals visiting.”

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 offered choices and to make their own decisions about their lives at Eve Belle. This included their daily care needs, social activities, a choice of beverages, snacks, and different meals at mealtimes. Staff encouraged people to be as physically mobile as possible and were supported to achieve this through exercise classes, use of walking aids, use of a wheelchair or side by side support from staff. A person told us, “I get around here alright, I have my stick, very rarely do I need their help, but they are there if I call them.”

Staff spoke positively about their roles and how they promoted people’s independence and choices. A staff member told us, “Most people go off to groups and activities, but some prefer to stay in the quiet lounge and say play cards, or other games quietly or just talk so we sit together and do stuff, whatever they want.” Another said, “Everyone is so lovely; the place is bright and warm, and staff are great with people. People choose what they want to do, and everyone has access to everything that is going on, it doesn’t matter about their abilities, as we make it possible. The gardening club is popular as is our extensive activity programme and, going out to places of interest in our own transport.”

Staff were attentive to people’s needs, greeting them by name and treating them with dignity and kindness. Staff showed compassion and actively listened to people in a unhurried way. Staff were knowledgeable and competent. They knew the names of people and their relatives. Staff gained consent from people before assisting them. One person we saw was in the café area with their walking frame and asked for a coffee. The staff member asked whether they wanted a cup or mug. They put the mug on their walking frame table and the person took it back to their room. People were able to sit where they wanted and with whom, and some took advantage of the nice weather and sat out in the garden. Staff continued to monitor this area to ensure they were comfortable and hydrated.

Care was planned in a person-centred way and people received care from a consistent staff team. People's choices and preferences were recorded in their care plans, as were any risks to their health and wellbeing. Staff wrote notes of people’s daily lives, detailing their care needs and health as well as their social life and achievements. These were written in a respectful way. Many people at the service walked independently and were at risk of falls. The registered manager had introduced staff to the Prosper project, which was a process to reduce the risk of falls, urinary tract infections and pressure ulcers and to explore ways of keeping people safe and well.

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.