Excellence Healthcare Services 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 newly registered 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 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and relatives’ we spoke with told us staff were exceptional and went above and beyond in the support they provided. They appreciated the extraordinary kindness and compassion staff showed. Comments from relatives included, “I have to say they are marvellous. They go above and beyond. Every care worker that has come to visit. They have all been so respectful. So caring. It’s as if they are caring for their own relative… They are always happy to do anything else. They always ask if there is anything they need.” “It is wonderful. I will 110% recommend this service to friends. I haven’t met a bunch of polite caring individuals for a long time as polite and caring as they are. No problem is too much for them to help with.” “They are all kind and very caring, supporting him emotionally and cognitively in addition to his physical needs.” Feedback from staff showed they prioritised the people they cared for and treated them with respect and compassion. A staff member said, “I treat them how I want to be treated.”

The provider treated people as individuals and made sure people’s care, support andtreatment met people’s needs and preferences. They took account of people’s strengths,abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff prioritised the needs of the individual they were supporting. They adapted their approach and how they supported people according to what was important for that person. For example, one staff member said, “One of my clients like to wear a cross necklace everyday cause of [their] faith, so I make sure [they have] got it on after getting dressed.” Staff told us they listened and respected the people they supported, providing support in line with their wishes. A person told us, “The care workers are very nice. They do everything that I want done for me.” People’s preferences were respected including referring to them by their preferred name and pronoun.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to express their choices and preferences and respected those choices. A staff member said, “I simply respect their choices and preferences, like food, dress, and any cultural or religious practices they follow.” Another staff member told us, “I always ask the client about their preferences, and I follow what they want if it is safe. Their choices are respected.”

Staff promoted people’s independence and encouraged them to do as much as they could for themselves. A staff member said, “I always let them do what they can. If they want to wash their own face or get dressed themselves, I encourage it and come in if they ask me or need help.” Another staff member told us, “I always try to let them feel like they can do it on their own.” Feedback from relatives confirmed staff supported people to do as much as they could. A relative said, “[My family member] is very dependent upon care, but the staff encourage [family member] consistently to do what [they] can and empower [them] by always communicating with [them] what they are doing and why. They listen to [family member] and take on board what [they] want.”

The provider was exceptional in how they 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 knew the people they cared for and provided a flexible service to meet their needs. Staff understood the people they supported and were able to tell if they were in any discomfort or distress and reduced that concern.

Staff took the time to reassure people and provide emotional support and comfort. For example, we saw in an incident report that when staff were attending one person’s home they observed they were ‘visibly shaken’ upon arrival. This person had got confused and during the night had become lost outside their home. The staff member stayed with the person to support them to get warm and reassure them until they calmed down and were more relaxed. The staff member then supported the person and advocated for them to discuss their concerns with their family and their GP to plan for the future and find them a place to live where they felt safe.

The provider cared about and promoted the wellbeing of their staff, and supported and

enabled staff to always deliver person-centred care.

The wellbeing of staff was promoted and prioritised. Staff told us they were “enormously” supported by their managers. Another staff member said, “[The management team] always create a positive and inclusive work environment.” A third staff member told us “[The management team] listen to us when we have problems or ideas. They check in with me and ask if I’m okay. They make sure I have enough rest and breaks. They give me the chance to talk if I feel stressed or worried.” The registered manager got to know the staff so they could support them professionally and personally. The registered manager was accessible and always made time to support the care staff. The registered manager was proactive in meeting with staff and checked in with them to make sure they were well. If they required additional support, there were policies and procedures in place to accommodate this and flexible working arrangements were available.

The registered manager had introduced staff recognition schemes to ensure everyone felt valued. This included an employee of the month scheme, spotlight moments to celebrate if someone delivered outstanding care and an annual awards programme. This included most observant care worker of the year, most improved care worker of the year and overall care worker of the year. These were given out during a staff Christmas celebration. In addition, birthdays and work anniversaries were celebrated.