Excelcare Agency Ltd

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.

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

This meant people’s needs were met through good organisation and delivery.

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 received person-centred care which met their needs and preferences. Care plans included personalised information. These were regularly reviewed and updated. People told us the agency was flexible and adapted care when they needed. Comments from people and their relatives included, “They do a good job”, “They are helpful and flexible” and “They always respond well to anything we need.”

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals. They shared information with others, when needed, to ensure people received continuity of care.

People were provided with a range of information. This included guidance about different conditions and external services they may want to contact. The provider had developed guidance in different languages and formats (such as easy to read). People’s care plans had been translated, and they had copies of all care documents in their first language.

The provider created communication care plans for each person. These outlined how they liked to communicate, any barriers to this and how to best support them.

Comments from relatives included, “Staff communicate very well and are kind” and “Staff speak the same language and can explain things in ways [person] understands.”

The provider listened to and involved people. People were given copies of the complaints procedure, and they knew who to speak with if they were unhappy about anything. Managers regularly contacted people to ask for their feedback and make sure they were happy with the service. Relatives explained that when they contacted the agency, they were quick to respond and always helpful.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care.