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 the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question as good. At this assessment the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 65 (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.

We observed staff interacted positively with people during the assessment and staff were observed to be knocking on people’s doors before entering.

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, beliefs, backgrounds and other characteristics important to them.

One relative told us how staff supported their family member. They said, “[Family member] has autism and [their] speech is very poor as [they] can only say a few words so [they] get frustrated. The carers will explain to [them] the process of getting washed and dressed and are always reassuring [them].”

Care plans included information about activities people enjoyed taking part in. Preferences, what was important to people and culturally important information including specific diets were also included.
 

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

We found some people's liberty was restricted and the provider could not demonstrate these arrangements had been assessed, authorised or regularly reviewed in line with the Mental Capacity Act 2005.We observed people were not always supported to have a choice of what they wanted to do. For example, 1 person was taken to their room and despite the manager acknowledging the person was expressing they wanted to come back out into the lounge, they were not supported to come out with staff.

People had activity planners in place and were supported to visit the park and engage in physical activities they enjoyed.
 

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.

Staff had access to a 24-hour on-call system providing additional guidance when required.Relatives told us the provider responded to people’s healthcare needs. For example, one relative said, “As far as I am aware they do check that [family member] has no red marks or bedsores.” Another relative said, “I did mention to the manager that during the very hot weather, the 2 fans in the lounge area were not very effective, [they] said ‘you are right’ so [they] were going to arrange for better fans to be purchased.”

We observed staff responded to people’s needs. For example, one person was expressing they wanted a drink, and staff responded to this quickly and supported the person to drink.
 

The provider did not always support staff wellbeing or respond to concerns raised by staff.

We received mixed feedback about staffing levels. One relative expressed their concern about staffing based on their observation. One staff member also told us, “Sometimes unfair with the rota…if staff get 2-day shifts is not the minimum hours, some staff get 5-6 days on the trot…When we try to explain about staff not getting proper shifts, concern we are not getting minimum hours. We raise it and [do] not get a response or they make lame excuses. I think it is a favouritism, but they don’t want to do anything about it.” We shared these concerns with the registered manager at the time of the assessment.

Other staff told us they felt supported by their colleagues and the registered manager. One staff member said, “All my colleagues are supportive, the managers are supportive. I feel very lucky. Feels like a family.” The registered manager told us, “When it comes to any celebrations, we are always celebrating, lots of food is involved. We make sure we have team building events and downtime, so you get to know your colleague."