Elite Care UK 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.

The provider developed excellent working rapports with people which promoted dignity and respect. People provided consistently positive feedback and spoke highly of staff in the service. One relative told us, “Overall, the service is fantastic. I can’t knock them. [My relative] has a good relationship with staff. On [my relative’s] birthday, they [staff] brought a birthday card and flowers.” Relatives also advised how staff demonstrated kindness on relevant cultural occasions. For example, staff would bring cards of celebration for people who celebrated Eid.

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

The provider had excellent systems in place to support an individualised approach to care. For example, care plans were person centred, and goal specific. People’s views were embedded throughout care documentation, with reference to what was important to them. For example, people who wanted to increase their independence in use of social media. People were supported to build confidence to become independent with skills which were important to them.

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

People were supported to promote their independence through goal setting which was documented in people’s care plan. For example, people were supported to increase their independence with cooking. People we spoke with agreed they were supported to maximise their independence.

The provider 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.

The provider ensured people received care at the agreed times and staff stayed for the full duration. Leaders completed call monitoring audits which showed staff regularly attended calls at the correct times. People we spoke with agreed carers came to support people at the correct time and stayed for the correct duration. People and relative’s had confidence in the staff team to meet people’s immediate needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There were robust systems in place to support staff wellbeing. There was a staff wellbeing policy in place, and staff told us their wellbeing was well supported. One staff member told us, “[Leaders] are always listening to us and will call us and ask how we are doing.”