Eliezer Supported Living Services Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment, and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This was the first assessment for this service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Although we found some of the electronic care plans in place for people had not yet been migrated onto the new electronic system, people and their relatives were confident in the care planning process in place at the service. One person said, “I have a book in the house with everything in it, including the care plan and useful numbers if I need them. I would ring the office if I had any concerns.”

A relative told us, “Timings of the calls are essential. The times of the calls have been discussed and agreed, and the carers are very prompt and keep to the times. My family member has 4 calls a day and waking support every night. There are different staff at night than during the day and we mainly have the carer that does the breakfast call usually doing all the calls on that day, as continuity is important. My family member has complex needs, and the carers have to be aware of their routine.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care plans in place for people followed best practice guidance, for example, where people required support with managing their dietary intake due to diabetes. Signs and symptoms the person might display if they became unwell were clearly described for staff to act upon.

People and their relatives felt confident their identified needs were being met by the staff team. One person said, “The carers make my meals and drinks for me. They always ask what I prefer to eat and check before they leave if I have everything I want. They also ask if there is anything else they can do for me.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The service ensured they worked with health and social care partners, to ensure people received a wraparound care experience. A pre-admission assessment was used to ensure the service met people’s identified needs. This was developed into a ‘highlights’ sheet, which detailed people’s preferences for each care call, and which enabled staff to provide people’s support as they wished. Staff told us they were confident in the management teams’ approach to care planning and risk management. One staff member told us, “We get a detailed handover about each client. A care plan summary which outlines medical history, key-safe access, any risks and the support required. This includes, whether we prompt or administer medication, and any known allergies. Care plans and risk assessment are very detailed and easy to read.”

People and their relatives gave positive feedback regarding the partnership approach of the service. One relative told us, “We have 4 calls a day and 2 carers always come. The timings suit us and the time keeping is pretty good. My family member has a Do Not Resuscitate order in place. The carers would ring if any emergency care was needed, we work well together.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People and their relatives were confident in the service supporting them to access external health and social care teams. People and their relatives were assured the service ensured their health outcomes were improved, and their independence was promoted.

One person said, “When I got a new stand aid the carers quickly found out how to use it, they are quick learners! I couldn’t manage without the carers support, they are brilliant.” A relative told us, “The carers promote my family members independence and are very kind and reassuring.”

Staff felt confident referrals were made promptly where people’s needs had changed. For example, referring to occupational therapists for an equipment review. A staff member told us, “The management team communicate with other professionals like district nurses and occupational therapists. They attend professional meetings to discuss client's needs. The manager is hands on and quick to respond to any queries.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Peoples care and support needs were being regularly monitored and reviewed by the management team. They regularly audited their daily running records, to ensure they had robust oversight of any changes in people’s needs.

Referrals were made to external teams to help mitigate risks effectively. For example, people who lived with a risk of falls had been referred to professionals for specialist input to help mitigate these risks. Where referrals had been made, the guidance had been updated in people’s care plans for staff to follow.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People and their relatives were confident their wishes were being respected, and staff understood the importance of asking for consent prior to providing personal care. One person said, “The staff are caring, they ask my consent before they provide any personal care and give me time to answer, they are very patient.” A relative gave positive feedback about the approach of the staff team, they told us, “The carers are reliable and consistent and always gain consent before doing anything. My family member would speak up if they were not happy about something or wanted something done in a specific way. The carers will ask what they want to do and how they feel today and if there is anything they need before leaving.”