Ellie Sunrise Healthcare Ltd

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• 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 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. People received a person-centred service. They were at the centre of care planning, with preferences and routines documented and respected.

One relative said, “They know [person] well, they know exactly the things [person] likes, there are no problems, we have a regular team.” A person said, “I really like them, they chat with me, they know what I like. I can’t give them enough praise. They are on time, up for the job. One regular carer, I know him very well, he is part of the family.”

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. Visits were organised geographically to reduce travel time and ensure continuity of staff, which people valued. People told us staff were flexible and responsive to their needs.

Relatives spoke very positively about the support staff provided when their family member had needed support following medical incidents or hospital treatment.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received clear, accessible information and felt informed about their care and support.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People were involved in decisions about their care, with the new support plans we saw reflecting individual preferences and life histories. One person said, “The review lasted an hour, they asked me my views.”

People felt listened to, with regular opportunities to provide feedback and be actively involved in their care. Surveys confirmed people felt informed and involved in decisions about their care. People told us they could always get hold of a manager at the office if they needed to, and any issues were dealt with promptly and during the regular reviews. People knew how to raise any concerns or complaints. One person said, “I have no complaints, they always turn up on time, ring to let us know if they are going to be late.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider made sure people could access the care, support and treatment they needed when they needed it. Staff adapted care to meet individual needs and preferences, taking steps to ensure that access is never limited by personal characteristics or social factors.

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 completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people.

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. Records showed people were asked about their preferences and future needs and wishes.