Elite Careplus Ltd

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.

At our last assessment, we rated this key question good. At this assessment, the rating has remained 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 support choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received care and support from staff who focused on their individual needs. The provider had recently improved people’s care records, so they better reflected their choices, preferences and desired outcomes, enabling staff to provide personalised care and support.

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.

People had individual needs, and their care and support was planned and delivered in line with these.

Staff understood people’s needs and provided flexible, person-centred support that respected their choices. When required, they worked with healthcare partners to promote joined-up and consistent support for people.

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

People’s communication needs were recorded in their care records. Staff understood these needs and used the information to inform how best to communicate with and support people. The provider was able to provide information in formats tailored to people’s needs, including different languages, audio and large print.

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.

The provider had arrangements in place to investigate complaints, supported by a complaints procedure that set out how concerns would be handled and what people could do if they were dissatisfied with the response. The registered manager told us no formal complaints had been received about the service in the last 6 months.

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

People received care and support at the times of their choosing. Staff accommodated changes people wanted to the care and support planned for them. A relative told us, “The staff and carers will always respond positively to any one-off duties I might need outside the (care) plan.”

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.

People’s care records contained information about their individual needs, including those relating to communication, social, cultural and religious needs.

Staff understood people’s right to receive care and support that met these needs. They had received equality and diversity training to help ensure people received fair and equal treatment. A staff member told us, “I treat everyone with respect and kindness. I do not treat people differently because of their background, age, disability or personal circumstances.” Another staff member said, “We actively practice non-discriminatory care respecting cultural and religious beliefs and upholding equal rights for all individuals.”

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 understood the importance of discussing, recording and respecting people’s wishes and preferences, including their choices about the support they wanted to receive at the end of their life. This meant appropriate resources and support could be put in place when required, in line with people’s wishes.