ELSI (SW) LTD

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

We reviewed all 5 of the quality statements in this key question.

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 and relatives told us staff were kind and caring. People knew the staff they had supporting them.

Staff told us ways in which they promoted people’s dignity. The registered manager told us they were assured staff were working in ways that demonstrated kindness and compassion. They told us they visited people in their homes regularly which gave people opportunities to share any concerns.

Professionals told us staff “strived for appropriate and person-centred care for those they support”. Professionals told us staff knew people well and supported people to work towards their goals.

We observed people were very comfortable around staff and able to approach them when they needed support. Staff treated people with kindness and clearly knew people well.

People had individualised packages of care which enabled them to live their own lives. This included regular 1-1 hours to support people to do personalised activities and access their local community.

Staff told us about the person-centred care they provided. Staff were knowledgeable about people’s needs and recognised the importance of personalised care.

One visiting professional told us, “Each resident was treated as an individual and supported to achieve individual goals.”

We observed staff supporting people on a 1-1 basis in their own homes and going out into the community. We observed staff encourage people to do as much for themselves as appropriate to their abilities.

Care records identified people’s individual strengths and the areas where support was needed. Assessments considered people’s protected characteristics such as religious and cultural needs and any disabilities.

People told us they were supported to maintain independence as much as possible by staff who knew them well. People talked to us about how they were able to make their own choices and decisions day to day.

Staff told us how they tried to support people to maintain their independence. This included visiting local independent living services for further advice, guidance and support for people. Staff talked about people setting their own goals and working towards improved outcomes.

We observed staff supporting people to maintain independence skills such as doing their own cooking and other light domestic tasks.

Systems made sure people's choices and preferences were recorded and incorporated into their care plans. People were encouraged and supported to do as much as they could for themselves, to maintain and develop their independent living skills.

People told us they were very comfortable with the staff support they received. One person said, “I would not change a thing.” Relatives told us staff understood people needed regular routines and any disruption could lead to distress.

Staff demonstrated a good understanding and awareness of peoples personal and health conditions. Staff understood how to respond to meet peoples immediate needs and recognised how important routines were for people.

We observed staff talking with and supporting people in a calm and timely way.

Staff told us they enjoyed their jobs and felt very supported. Staff told us even when the management were not on site, they felt able to contact them at any time if they needed to. Staff also said there was a responsive on call system which worked well.

The registered manager told us they regularly reviewed staff rotas to make sure staff were not working too many hours. Staff had access to external professional support if needed. The provider told us they had organised social events for all the staff to get together which had impacted on positive wellbeing.