Elite Careplus 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.

At our last assessment, we rated this key question good. At this assessment, the rating has remained good. This meant people were, on the whole, supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People were treated well by staff. A relative told us, “They have become good friends of the family, and my relative is happy to see them…They definitely come across as caring…Dignity and empathy are well demonstrated.” Another relative said, “They are very caring and I can approach them for any specifics…They are very friendly and we both feel at ease with them all.”

The provider obtained feedback from people, through telephone quality monitoring calls, to seek assurances they were being treated well by staff. The registered manager told us, “Telephone calls are made to people every other month.” Records made of recently completed calls to people using the service showed no concerns were raised about the care and support they received from staff.

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

People’s choices and preferences were used to plan and deliver their care and support in line with their individual needs. Staff understood the importance of treating people as individuals and provided care and support that reflected their choices and preferences. A staff member told us, “I read their care plan and listen to what the person wants and needs.”

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 have choice and control over how their care and support was provided, which was reflected in the planning and delivery of their care.

Staff offered people choices and supported them to do as much as they were able and wished to do in relation to daily living tasks. A staff member told us, “I ask people what they would like and give them choices where possible. I respect their wishes and encourage them to be independent as possible.”

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.

Staff understood the signs, triggers and other factors that might cause people to become anxious or distressed in the moment. They had access to information about people’s individual needs which included guidance on how to support people safely and reduce their distress.

The provider did not always promote the wellbeing of their staff to ensure they delivered safe and effective care to people.

We reviewed staff rotas and found, during the month of July 2026, numerous instances where some staff were working long days without adequate breaks in between scheduled care calls. This created a risk to staff wellbeing, fatigue and their ability to provide safe and effective care which in turn, increased risk to people of mistakes being made or staff not being able to respond appropriately to their needs. We discussed these concerns with the registered manager. They took action after our visits, to address them and put arrangements in place to ensure staff were not scheduled to work long days and would be allocated sufficient breaks, when required.

However, staff told us they felt supported by managers. A staff member told us, “I feel supported. If I have a problem or concern, I can speak to my manager and ask for help. I feel comfortable to report any issues to them if need be.” Another staff said, “You can discuss your schedule honestly and openly.”