Elite Healthcare Solutions

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. The provider treated colleagues from other organisations with kindness and respect.

People were positive about the caring nature of the provider. The provider had good working relationships with people they supported. One told us, “She won’t say things in a patronising way. I don’t feel judged by her. She knows my comforts and needs.”

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

Care plans included information specific to people’s needs, likes and preferences. The service supported people with what was important to them. One person told us, “(Provider) seemed to listen to me as a person. She will do it my way and how I want it done.” The provider demonstrated a good understanding of individualised care. The provider told us, “My culture within the organisation is everyone is a person and we treat people how we want to be treated. It's dignity, respect all of the way. At the end of the day, we need to make sure that we are promoting individuality and independence.”

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

The provider worked sensitively and compassionately with people and people trusted the provider who supported them. One person told us, “I find her a little ray of sunshine, she has a way of persuading me to do things to maintain my independence.” The provider was aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided. The provider told us, “I will do a little, I will do more, but (person) will still be involved, because I think that's very key. This ensures that the client is fully involved with their care and promotes independence and partnership working.”

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.

People were supported by the provider who knew people well. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. A person told us, “She is practical in more ways than just a carer. Emotionally and physically, all combined. She is so supportive and not patronising.” People also said the provider ensured people’s families were also treated in a kind and compassionate way. One told us, “She is good with my (relative), he has her number and if he needs help, he knows he can phone her.”

The provider planned to ensure that when they recruited staff, that they cared about and promoted their wellbeing and supported and enabled staff to always deliver person-centred care. In relation to the staff the provider was recruiting, they placed strong emphasis on staff wellbeing, offering regular supervision, wellbeing discussions, and tailored support.