Elliott House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

We inspected this key question in November 2018 and rated it good. At this assessment the rating has remained the same.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people's needs. Some care plans had not been reviewed on the date specified and included out of date information; we bought this to the attention of the registered manager who said she would address this. The service was in the process of transferring paper files to an on-line system. Staff knew people well, supporting people in a person-centred way.

Relatives told us they were involved in the planning of their loved one’s care and support. Advocates were involved in people’s care and support where appropriate. Some care plans and risk assessments were personalised using the person’s photo. One professional told us, “I am kept abreast of any significant issues that may arise between the annual reviews, and I am included in annual MCA assessment updates.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. One professional told us, “Elliot House have always been responsive to the care needs of the people in their care, who by the nature of their disabilities, have complex care needs. I have never heard any concerns raised about the care given to these residents from my team and communications with carers are good when they need to interact with us at the surgery.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs, this included easy read formats, photos and Makaton. This helped to ensure that information was shared with people in a way which they understood.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Service user’s meetings took place every month. People were supported to access advocacy where required. We were told “[name] has consistently said how happy she is living there, and the positive relationships she has with the staff and other residents is very evident. She is always very complimentary about the food too! What I particularly notice is how well the staff involve [name] in planning her own activities and purchases, ensuring that they match her likes, wishes and goals. I am always impressed with the range of activities, outings and holidays that [name] has participated in each month. They have also supported, and professionally managed, [name] connections and contact with her family.

Relatives knew how to raise any issues and felt that these were dealt with. The provider had a complaints policy which was available in easy read also.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood people’s needs. Staff had completed epilepsy and Oliver McGowen (learning disability and autism) training to support the identified needs of people. There was evidence that care hours had increased in response to the needs of a person changed. This helped to ensure people received appropriate levels of care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Relatives told us, “They are always taking [name] out and things like that. The home will invite us to come along as well. If I am not able to visit, they will bring [name] to me.” We observed various activities going on at the service including indoor games, football and exercise classes with an external provider. Staff had supported 8 people to make plans to go on holiday this year, both locally and abroad. People had built positive community relationships with the local café and barbers. This helped ensure they were able to be an active part of their local community.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Peoples end of life wishes had been noted within their care plans. At the time of our inspection, there was nobody at the service receiving end of life care.