Excelcare Agency 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.

This is the first assessment for this service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff treated people with kindness, compassion and dignity. People and their relatives had good relationships with staff, who they described as respectful. People were able to make choices about the gender of care workers. People told us their privacy was respected and that staff always addressed them politely. Comments from people and their relatives included, “Carers are kind and sweet”, “[Person] lives the carers”, “[Care worker] is always happy and friendly” and “They are so nice. They do anything we need.”

People were treated as individuals. Care plans included detailed information about people’s life experiences, culture and things that mattered most to them. Staff understood people and talked about them with kindness and respect. Staff were able to explain about people’s personalities and told us they enjoyed talking to people and finding out about them. The provider ensured care workers were matched to reflect people’s needs. They were able to provide staff who spoke different languages. A relative explained this was important for the person being cared for because they could not speak English. They told us, “[Person] understands the carer well because [they are] from the same community and speak the same language.” Another relative commented, “[Care worker] really understands [person’s] religious and cultural needs.”

People were able to make choices about their care. Known preferences were recorded within care plans. Staff were reminded to always offer choices. People and relatives confirmed this happened and told us staff respected their decisions.

People were supported to remain independent when they wanted, and it was safe to do so. Relatives confirmed staff supported people to do things for themselves. Care plans outlined people’s skills and when they were able to be independent.

The provider responded to people’s immediate needs. Staff, people using the service and relatives could contact the registered manager if needed anytime in an emergency. Relatives told us staff had been quick to respond when people needed additional support.

The provider supported staff wellbeing. Staff told us they felt managers cared about them and offered them guidance and support when needed. Staff had regular opportunities to speak with the registered manager and discuss their work. A staff member explained how the registered manager had been supportive when a personal issue meant they needed time off work. Staff told us they were given opportunities to learn and develop their own skills and knowledge. A staff member explained, “[Registered manager] always tells me they want me to move up the ladder. They told me I just need to ask if I want specific training or help.”