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 did not always ensure people were treated with kindness, empathy and compassion, or respect their privacy and dignity.

People told us staff treated them well. A relative said, “In general, all the carers are pretty good to communicate with and have a good personality…They understand [family member] and very caring and show a lot of empathy in [family member’s] needs.”

However, records maintained by staff showed inconsistencies in the language used to describe the care and support provided to people. In a number of instances, a staff member had used language that was not professional or dignified when describing interactions with a person. We discussed this with the registered manager during our assessment. They agreed the language used was not professional and told us they would take appropriate action to address this with the staff member.

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.

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. Their daily routines and activities were based on their preferences and needs.

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 encourage people to make choices about their daily care and support wherever possible. I respect their routines, preferences and independence and try to provide care in a way that is individual to them.”

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 knew people well and 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 and how to minimise behaviours that could cause distress. This included guidance on appropriate, personalised approaches to support people safely and reduce distress.

The provider promoted staff wellbeing and supported staff to undertake their roles effectively and deliver person-centred care.

Staff were supported in their roles. A staff member told us, “I feel supported by the management team. I feel able to approach managers when I have questions or concerns, and I feel that staff are listened to and given appropriate guidance.”

The provider used supervision meetings with staff and staff team meetings to identify any concerns staff had about their work and provide additional support to help them undertake their roles effectively.