Elite Healthcare Solutions

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 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 made 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.

Care plans were person-centred and tailored to people’s individual needs, likes and preferences. People’s care plans detailed their life stories, hobbies and interests. People said their care was person-centred. One person told us, “(Having care) enables me to have more of a normal life and takes a lot of the pressure off and now I know I can rely on her a bit. I know she is there to help. It helps a lot with my daily living. It would be different without her.” The provider told us, “We've got person-centred goals, outcomes that we've been working on (with people).”

The provider also created profiles around people’s health conditions not just for new staff that may attend the call but also for people’s families and friends to assist them with their understanding. One person told us, “She (the provider) suggested there might be groups relating to my health conditions. It makes me realise I am not alone.” The provider told us, “I think knowledge is power with everyone and it's been a really, really good thing and I'll carry that on because I think it's really good practice.”

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.

The provider met with people before they started providing care and support for them to understand people’s individual health and care needs. The provider told us that their intention when they recruited staff, was that people received care and support from a group of the same care staff which enabled continuity.

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

The provider was aware of the Accessible Information Standard (AIS). The AIS isa law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. They told us information could be made available in different formats. Staff empowered people to communicate so their voice could be heard. People were supported to express their views so that staff understood their preferences, wishes and choices. The provider told us, “I've made sure that they have all policy information. So, it's not closed off. It's not a closed culture.”

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.

The provider involved people in decisions about their care and told them what had changed as a result. The provider had also engaged the services of an external organisation to investigate any complaints about them. One person told us they would not hesitate in raising a complaint and said, “I could call (provider), and make a complaint. There is a complaints thing in my folder in my care plan.”

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

People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency.

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.

People did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with the provider about things which mattered to them and impacted on their health and well-being.

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. The provider had considered planning for the future and had relevant documentation available to support these conversations.