Elite Support Providers Ltd

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 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Relatives we spoke with told us staff were kind and caring. The registered manager told us, “It starts with the values. One of the key values is compassion and kindness. Staff know there is a code of conduct. It’s basic human courtesy, treat people with respect.”

Care records demonstrated how staff maintained people’s dignity and privacy when providing personal care.
 

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.

Relatives told us staff respected people’s individual choices. One relative said, “[Family member] always wears what [they] want to wear, [they] [are] very picky about [their] clothes.”
Staff told us they worked with people and their families to deliver individualised care. One staff said, “We write the care plans, the [family] will tell us if have to do anything different, but now we know [person] and [their] needs and try our best to help [them] with any support [they] need.” Staff were also able to tell us how some people using the service spoke multiple languages, and supported people’s choice if they wanted to visit their temple.

Some people’s care plans contained individualised information about what was important to them and how staff should support them with these individual needs and preferences.
 

The provider promoted people’s independence choice and control over their care, treatment and wellbeing.

Staff told us how they understood people’s communication styles to promote their independence and choice. For example, one staff said, “[Person] has capacity but can’t speak, but [they] know what [they] want…[when] I go in the morning family are there, they choose the clothing. If [person] throws dress away means [they] don’t like it. I will ask [family] for something else.”

People’s care records also included information about what tasks people preferred to do independently and when they would prefer staff involvement.
 

Staff did not always respond to people’s needs in the moment and act to minimise any discomfort, concern or distress.

We found 1 person was at high risk of falls. After an incident involving the person having a fall, staff contacted the person’s relative first and waited for them to move the person, rather than contacting the ambulance service without delay. This did not demonstrate staff always recognised incidents which would require professional healthcare input to prioritise people’s safety.

Staff training records demonstrated they received training for falls and first aid. Staff told us how they would respond to concerns. One person said, “if something happened I would tell [family] straight away, they are always there. Would tell my manager and after that write down in my notes. [I] have a phone number, ring them straight away write everything in the app."
 

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

Staff told us they felt supported by management and received regular supervision. Supervision records showed that staff wellbeing was discussed, and the provider had arrangements to support staff through supervision, management support and wellbeing initiatives. Some staff told us aspects of their role could be emotionally demanding. The provider described a range of support mechanisms available to staff, including management support, reflective supervision, debriefing opportunities and access to wellbeing resources.