Elite Privilege Care Limited

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 supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff gave examples of how they would protect people’s privacy and dignity during care interventions. One staff member told us, “[I] always listen to what [people] want and what they don’t want.”

Staff gave examples of showing kindness to people they supported. Staff talked about maintaining good relationships with people and supporting them with different health needs. For example, a staff member said, “When they [people] have dementia, we are prepared that we might not get kind words all the time. We know that there are things that might get [people] in a bad mood, but kindness and respect usually help diffuse the situation”.

People who used the service described staff as respectful and told us they were supported to maintain their dignity. One person told us, , “[Staff] are very good with privacy. I don’t like people looking at me but [staff members] are so caring and made sure I had everything.”

The provider had training, policies and procedures in place to guide staff to ensure people received kind and compassionate care.

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.

A relative told us “[Staff] are respectful. They are patient and do things without being asked like changing the bedsheets. They talk to [relative] and show him pictures. [Relative] enjoys that which is nice. They don’t just do a job. They interact. They build a rapport.”

Managers ensured people with language barriers had staff who spoke in their chosen language and there was evidence of interpreters being used in external meetings. People who used the service told us staff respected and supported their religious beliefs and support people’s preference with staff genders. One relative said, “[Staff] are mindful of what they say, there is an understanding.”

During visits, staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People using the service gave examples of how they were supported to maintain independence. For example, one person said, “[Staff] makes me a drink and always gives me a choice.”

Another person said “I ask if I can do things myself. I like to go shopping and they take me”. A relative told us “[Staff] encourage her to move a bit and sit up. They support her by letting [relative] do stuff.”

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 told us the management team were supportive of staff when responding to any urgent needs. For example, staff members told us they had emergency protocols in place. If staff needed to stay longer to support a person, managers supported them to stay with people to support any urgent, immediate needs. The service had a system in place and had other carers on standby to support further visits to prevent delay to other people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were positive and felt supported in their roles from team members and management and had access to supervision and appraisals. Staff we spoke to felt supported with their personal wellbeing. They gave examples of being supported to maintain a work home life balance with their personal commitments. One staff member said, “I do really feel the [team] are my family. I never feel like a problem at work. They will always be there for me. Even if it is my personal issues, they will guide me. They are really helpful. Even when you feel down at work they help and give breaks. They will always work around and give flexibility, which is not common in care.”