Elysium Care Partnerships Limited - 13 Alexandra Gardens

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 service met people’s needs.

The last rating for this key question was outstanding. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received personalised care and were able to express their preferences. People were supported with their personal and healthcare needs. Care plans provided detailed information about people. Staff worked with others to give people bespoke support with specific needs. For example, supporting a person following a bereavement.

Staff ensured people received continuity of care. There were clear care plans which staff followed. Staff were trained to understand about best practice. Staff shared information with each other to help deliver a consistent approach. Staff liaised with other professionals to make sure people were able to access the services they needed.

People did not have copies of their care plans in a format they could understand. There was some signage around the home to help people identify where their belongings were. However, staff had not always been creative in providing other information in different formats.

Some relatives told us they did not have enough information about people’s care. We discussed this with managers who explained they sent personalised monthly newsletters to relatives about each person. They agreed to speak with relatives to ask if there was something different that they would like.

Staff assessed people’s communication needs. Some people used types of sign language or used technology to help with communication. Staff were trained to communicate with people in a personalised way.

The provider did not always listen to or involve people’s representatives. Some relatives told us requests they had made had been ignored by staff and complaints were not properly addressed. Their comments included, “Staff do not pass on messages”, “It is frustrating chasing up simple requests” and “When I have raised a concern, they have not responded positively.” However, other relatives explained they were involved and felt staff addressed issues they raised. Their comments included, “The home is responsive to issues on the whole” and “When I made a request the staff actioned this.” We discussed feedback with the management team for them to investigate concerns relatives had.

There was a suitable complaints procedure.

People using the service were invited to take part in individual meetings to discuss their own care and support. They also participated in group meetings to discuss menus, special events and other aspects of the service.

People who lived at the service had the opportunity to meet potential staff following recruitment interviews. Managers told us they observed how these staff interacted with people, and this helped with selecting suitable staff.

Staff supported people to access a range of different services. For example, within the local community and accessing healthcare services. Staff researched new places to make sure these were suitable and accessible for people.

People had equity in experience and outcomes. Staff undertook training about equality and human rights. The provider had procedures to ensure people were treated equitably. People’s care plans included information about their individual needs and lifestyle choices.

Staff had not always supported people to plan goals for the medium to long term. Activities and support tended to reflect day to day requirements. Staff could not tell us about people’s future aspiration or growth goals. We discussed this with the management team who agreed they would work with staff to help people plan for the future.