Elite Support Providers Ltd

On this page

• 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

Staff knew people well as they had been providing care to them for some time. Staff understood people’s individual ways of communicating and helped support people to remain in charge of their care by listening to them and letting them make their own choices. This helped people receive a good quality service.

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.

People had good experiences with the staff who provided care to them as staff had supported them with their care needs for some time and knew them well. A relative told us, "Staff treat family well."

Staff felt they provided good care to people and they told us they knew people well. Staff told us, “I’m going every day to people and now they are like family", “If I don’t understand, or I see something different I read about it to update myself. Everybody has different issues and I learn different ways to deal with situations" and, “I have learnt to stay quiet with her as this helps her stay calm and I explain everything first.” Staff who provided care to people in the community told us they read people’s care plans to understand people’s needs. A staff member said, “Any health conditions you need to be aware of. When we go, we are already prepared as we can read the care plan. It means I can go in with confidence.” Staff kept care plans and daily notes for people. The daily notes recorded what people had done during the day. Care plans were held on an electronic care planning system which made them easily accessible to all staff.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

Relatives told us they could speak with carers if they had any concerns and that care staff were good at communicating if there was an issue.

Staff had learnt how to support people in a way that made the person feel involved in their care. A staff member said, “I understand her facial expressions. She is able to indicate what she wants.” They added, “She will open the wardrobe and choose her dress. She likes to wear something different every day.”

The service had a complaints policy and we read that the manager responded to any complaints received. We read compliments received by the service in relation to how they were looking after one person.

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

Staff treated people as equals to help ensure they had a positive experience from the care they received from Elite Support Providers. A relative told us, “They don’t make any fuss even when [person’s name] is unwell, they will keep [person’s name] calm and take care of her.”

Staff told us they knew people’s needs and how their disability may affect them. A staff member told us, “I explain everything to her first or she will become anxious. Now I understand her facial expressions or if she takes me to things to explain (what she wants).”

Processes were in place to ensure people's care needs were planned which helped drive positive outcomes for people. Staff told us they read people’s care plans to help to understand what care a person needed as well as their preferences.

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.