Elite Home Care Service 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. People and relatives spoke positively about the care and support provided by Elite Home Care services. A relative said, “My [parent] is 84 years old, and [they] have flourished in this past year with Elite. [person’s name] do have their favourites but they’re all just wonderful people. My heart melts when I see how caring they are towards them”. A person told us, “The carers are all very kind and caring, and meet all of my needs.”

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 told us staff knew them well. A person told us, “I am certainly treated as an individual by most of them... some of my favourite carers will come in and discuss things like the holidays they have booked it. It’s really nice to have that interaction.” A relative commented, “There are a few standout careers that are simply fantastic. They will sit with [person’s name], sing with them and have a lovely chat. [Person’s name] is obsessed with ‘Sound of music’ and they are happy to watch it up to 40 times a week and these carers fully embrace that.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans outlined people’s preferences and the level of support required, enabling people to maintain their independence. A staff member told us, “I encourage [people] to do things for themselves where they can, to keep their independence.”A professional told us, “Staff interactions are warm, patient, and person-centred. People are encouraged to express their views and are supported in a way that respects their independence and choices.”

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. Records showed staff escalated concerns appropriately where there was a potential deterioration in people’s health or wellbeing.A professional told us, “When service users experience changes in needs, staff coordinate with relevant professionals and update care plans promptly. For example, when a person’s health deteriorates, referrals are made and risk assessments are reviewed to maintain safety and reduce the likelihood of hospital admission.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported by the management team. A staff member told us, “The service supports my wellbeing by allowing me to work flexibly to take time out for any appointments and management is always available to support my needs.” Another staff member told us, “I feel I have adequate breaks and rest days.”