Eliezer Supported Living Services Limited

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• 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.

This was the first assessment for this service. This key question has been rated 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 treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their relatives were involved as partners in their care. People and their relatives’ felt reviews were completed regularly, and as people’s needs changed.

One relative told us, “My family member is always included in their care plan and fully involved in any reviews.” Another relative told us, “Apart from the physical needs, the carers support with emotional needs. They will often hold my family member’s hand or give them a hug. They are very reassuring and loving.” One person spoke of the kindness of the staff, saying, “The carers are an absolute joy; they have the most wonderful smiles that light up the place. They make me feel safe and well looked after. I’m thrilled to bits with them all”.

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.

The service ensured people received care which was planned around them, and supportive of their identified needs. One staff member explained how this information was shared to ensure this, “Carers are given a handover when we get a new client which includes, mobility needs, medical history, skin integrity, medication, any risks, call times, nutritional needs, any prescribed creams, and continence needs. The service users also get a welcome pack with a support plan and a detailed care plan summary.”

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

The provider ensured information was available in formats which suited each person’s individual requirements. For example, large print where people lived with needs related to their sight. Translated documents were available as needed.

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.

One relative told us, “I tend to speak to the office staff who are very understanding of my family member’s needs and aware of the complexity of care required. The company are very flexible and adaptable. We have a good relationship. I am able to discuss with them openly with regards to my family member’s care.”

Another relative told us, “If I need to contact them, there is always someone available and they action things quickly. My opinion of the service is of a well-managed, good quality service. The carers are extremely respectful and professional and have improved my family member’s quality of life and I would definitely recommend them.”

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

The provider ensured people were not placed at risk of discrimination due to their protected characteristics. One relative told us, “The carers are aware my family member is deaf, so they speak clearly and precisely and there are no language barriers.”

Care plans were very detailed in regard to people’s life history, culture, significant places and people who were important to them.

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.

The service had an equality impact assessment in place, to ensure people were not placed at risk of discrimination. This assessment had been used to inform the providers’ policy on equality and diversity. The staff team was culturally diverse, which was celebrated by the provider.

One relative spoke of the support in place for their family member, they told us, “I have a copy of the care plan, and this is reviewed and updated regularly as my family members needs fluctuate.”

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.

Care plans we reviewed showed people and their relatives had discussed their wishes and feelings regarding the end of their lives. These had been developed into person centred, tailored care plans.

People and their relatives told us they had been involved in discussions about their future care plans, where this was appropriate. One relative told us, “A Do Not Resuscitate (DNR), document is in place and discussions have taken place with my family member, relatives and the care company.” Another relative told us, “End of life care has been discussed with the care company and my family member.”