Excellence Healthcare Services 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 newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 making 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.

People were overwhelmingly positive about the care and support they received at Excellence Healthcare Services. Comments from relatives included, “[The staff] really are so lovely, we feel very lucky to have found them.” “The care workers are wonderful - they are brilliant, they look after him so welland are a joy to have here! We wouldn't manage without them and so it's due to them that [family member] is here, safe and happy at home.” “Absolutely delighted, my [family member] receives excellent care and support.”

People were central to their care planning and their care plans reflected this. Care plans contained detailed information about the person, what was important to them and how they liked care to be delivered. A staff member said, regarding care plans, “It tells me about their life, what they like, what they don’t like, and what they want to do or improve. It helps me to give better care and treat them like a real person, not just a job.”

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.

Staff worked well together to ensure continuity of care provision. Staff worked as a team and with other health and social care professionals to ensure good joint working and communication. A relative told us, “There is excellent continuity of care, [family member] has a team of care workers whom [family member] all knows well and they know [them] very well.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff understood people’s communication needs and adapted their approach. A staff member said, “I talk slow and clear. Sometimes I use hand gestures or show them the thing I’m asking or talking about.” Another staff member told us, “I listen carefully to what they say and make sure I pay attention to their body language, so I know if they understand or need help. If they have trouble talking, I try to use pictures, gestures, or other ways to communicate. I always make sure they feel comfortable and understood.” A relative confirmed, “[The staff’s] communication is excellent and [family member] really enjoys their company.”

Key documentation was available in easy read format and could be translated. The registered manager told us they trained their staff to support people who had sensory needs and used more non-verbal communication. They told us they kept people’s communication needs under review to ensure they were understood and supported.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People were involved in their care. A staff member told us, “We always listen to them and ask their opinion about things.” Another staff member said, if someone raised a concern, “I would acknowledge and respect the individual concern then inform the management so as to find a better approach when it comes to their care.” People and relatives confirmed they were able to speak openly with staff and if they raised any concerns or suggestions to change care provision these were listened to and care provision was adapted.

A complaints process was in place and information about how to make a complaint was available to people and their relatives. We saw any complaints raised were investigated and responded to. Complaints were used as a learning tool to improve service provision.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Excellence Healthcare Services had appropriate policies and procedures in place to ensure people could access care that met their needs. Staff adhered to these and people had access to care at times that were convenient to them. This included out of hours and weekend care. Relatives confirmed there continued to be excellent communication and provision of care during these times.

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.

Staff provided care that centred around the person and their individuality, taking account of their protected characteristics as defined in the Equality Act 2010. A staff member told us, “As a carer I support people's individuality around person-centred care, open communication, cultural sensitivity training, involving family and community, respecting dietary requirements, accommodating religious practices, celebrating cultural events and providing culturally sensitive care. By following these steps, I can provide supportive and inclusive care that respects individuals' unique backgrounds, identities, and preferences.”

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.

Staff discussed with people and their relatives, their preferences so they could plan for the future. Staff received training on supporting people with end of life care. Staff liaised with other health care professionals when needed to ensure people were kept comfortable.