Elgar Court Care Home

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 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.

Staff useindividual ways of involvingpeople and their family, friendsand other carers in their careand support plans, so thatthey feel consulted,empowered, listened to andvalued. The care and supportplans are reviewed andchanged as people’s needschange.

People were supported in ways which promoted independence at every stage. The provider demonstrated a strong commitment to person‑centred care and holistic risk management, ensuring individuals took an active role in shaping their own care. This helped people maintain a sense of control over their lives and ensured they understood the support staff were expected to provide.

People contributed directly to writing their care plans and understanding and managing their own risks, enabling care, which was safe, empowering and genuinely meaningful. Care plans were clear, robust and detailed so staff could provide consistent support while still encouraging people to lead their own lives.

All staff had a good understanding of each person’s history and what mattered most to them, using this insight to support people to make their own choices. Care plans reflected individuals’ preferences and priorities, reinforcing their independence. People were encouraged to do as much for themselves as possible within the home, with staff consistently promoting autonomy in meaningful ways.

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 was pro-active in working with people and their families to ensure people had choice and continuity.

Activity groups were developed with direct input from people, ensuring activities reflected their interests and supported their independence. The local community was also welcomed into the home to join these sessions. Groups included Latte Laughs, arts and crafts, Singing for Joy and Love Your Heart, among many others. People were further encouraged to take part in community‑based events, including activities linked to charities such as Cancer and Children’s charities. Taking part in these groups and wider community activities helped people build strong social connections and develop a range of independent skills in a supportive environment.

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

The provider ensured information shared with people, was accessible in a way to meet people’s needs. Relatives told us they are always kept informed about their loved one’s care. One relative told us, “The communication is amazing, I am always kept informed about what is happening and feel part of any decisions made”.

Policies were aligned with current best‑practice guidance, ensuring staff always had access to up‑to‑date information needed to support people safely and appropriately.

Staff had a clear understanding of their responsibilities around confidentiality and data protection, and they completed the necessary training to ensure they complied with relevant regulations.

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 who use the serviceand others are involved inregular reviews of how theservice manages andresponds to complaints. Theservice can demonstratewhere improvements havebeen made as a result oflearning from reviews.

The provider made it easy for both staff and people to share their views. People were supported by a dedicated “resident ambassador”. This was a person who lived within the home and acted as a key representative for people at the home, and communicated feedback directly to leaders. As part of the assessment, we reviewed records of regular resident meetings held within the home, where people met with leaders and were able to express their views on the care and support they had received. This helped create a culture where people felt genuinely heard and listened to within their own home.

We reviewed the systems in place for staff to share their views. Staff had several opportunities to provide feedback, including team meetings, supervisions, daily handovers and staff surveys. The manager used this feedback constructively, incorporating it into action plans and the wider “vision for the home” to drive ongoing improvement.

We saw examples where staff were consistently giving choice to people, and listening to people’s feedback and adapting their approach based on feedback.

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

The home ensured people had equitable access to the care, support and treatment they needed by responding promptly to changing needs and removing any barriers to receiving help. People were supported to maintain good oral health, and when someone was unable to travel to a dental appointment, the home arranged for a mobile dentist to visit so their needs could still be met.

Staff worked proactively with individuals, families and professionals to make sure the right support was available at the right time, enabling people to receive consistent, appropriate and person‑centred care whenever they needed it.

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, Diversity and Inclusion, helping them recognise, respect and protect each person’s individual characteristics. Systems were in place to ensure people’s care, treatment and support promoted equality, removed barriers and upheld their rights.

The provider also encouraged involvement through a range of social and health‑focused events. Social activities included a Christmas pantomime performed by both staff and people living in the home, with friends and relatives invited to attend. The event attracted local interest and was featured in the local newspaper. Health information sessions organised by the home included many initiatives, which focused on supporting mental health.

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 demonstrated a clear commitment to supporting people to express their wishes around end‑of‑life care. We reviewed documents designed to help people and their relatives prepare for their “final journey”, which were detailed and reflected each person’s individual preferences. The provider had also appointed a dedicated palliative champion to offer additional guidance and support to people and their families.

For example, when a person required palliative support, the family supported the person to express their wishes to be supported. With support from the home’s palliative care champion, staff adapted quickly and worked collaboratively with relatives, medical professionals and other agencies to ensure they had the right skills and knowledge to provide sensitive, person‑led care. The person’s care plan was updated regularly so staff always had an accurate understanding of their evolving needs, helping them remain as independent and in control as possible throughout their care.

One relative feedback, “Thank you so much for making my (relative) last year of life as happy and calm as we could wish. They were able to be independent and safe, and I have loved being part of your home”.

Staff received training in end‑of‑life care and were passionate about ensuring individuals experienced the highest standard of comfort, dignity and support in their final days.