Elysium Care Partnerships Limited - 89 Ewell Road

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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.

At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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.

We saw people had personalised care plans in place which covered different areas of their physical and mental health needs as well as their social and communication needs. Care plans were detailed and contained practical advice for staff in how they were required to support people. Staff appeared to have a good understanding of people’s needs, but two relatives told us not all staff had a clear understanding of people’s mental health issues. We discussed this with the manager who agreed to look into this issue.

Relatives confirmed they worked with the provider to manage any changes in their needs. They were invited to healthcare reviews and their opinion was sought in relation to any issues that could arise. For example, the manager gave us an example of one person whose needs had changed and they confirmed they were working closely with the person’s family to support them.

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. People had clear Health Action Plans in place that were used to monitor healthcare appointments and these were reviewed on a monthly basis. The provider had regular reviews with other healthcare professions to ensure they understood people’s needs and people’s care plans and risk assessments were updated when required as a result of these.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The provider sought the views of people’s relatives when providing care and contacted them on a weekly basis to update them about people’s care and to seek their views. They were invited to participate in satisfaction surveys and were invited to attend “service user meetings” so they could contribute to the reviews of people’s care.

Staff told us they prioritised people’s views in relation to their daily care and they actively sought people’s views on a variety of matters. One staff member told us, “We plan people’s activities and plan their care, but at the end of the day we do what people want. If they want to do something else, we risk assess, replan and do what they want.” Another staff member told us “We always prioritise what people want. We ask people what they want to do every day. We ask people what they want.”

The provider made sure that people could access the care and support they needed when they needed it. The provider confirmed they had an out of hours management rota so staff always had access to senior support when needed. The manager and deputy manager confirmed they were available both in and out of hours as needed and staff confirmed this. One staff member said, ”The deputy manager and the manager live very close- we can call her and she will be here in 5 minutes if we need her. There is also an on-call number if the manager is out of the country or the deputy manager is not available. However, this has never happened- one of them is always there.”

The manager said and other staff confirmed there were always sufficient staff available to ensure people received the support they needed at all times.

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. People’s communication needs were recognised and responded to focusing on active listening and nonverbal cues. Staff received training and used a variety of communication methods such as Makaton, Objects of Reference, pictures and musical prompts to support people’s involvement in conversations. Makaton isa language program that combines speech with manual signs and symbols to help people with communication and learning difficulties. People had their communication needs recorded in great detail, including how they used body language to express themselves. Information was also included in relation to how much people could understand so that the staff team could communicate with them at the highest level of their abilities. This was reflected in practice when we saw a staff member using different communication techniques to help a person to understand and adapt to a change that had taken place in the home.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.