Elite Care Services Limited

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

As part of this assessment, we looked at 1 quality statement for the key question of responsive. This was ‘equity in experiences and outcomes.’ The service encouraged feedback and involvement from people and their relatives to improve care outcomes. Feedback from people was sought on a regular basis to drive continuous improvement.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 told us they had regular discussions with people because they usually worked on a 1-1 basis, so communication was always on-going. One staff member told us, “Quality assurance forms are sent out to people and the staff team. The manager always works shifts and when they do, they are able to talk with people about the care given. In my opinion anything I have queried or asked has been dealt with quickly.”

Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback via satisfaction surveys and action was taken to address any concerns. Records confirmed there were annual reviews of people's care where they were asked to have their say about the quality of their care. Relatives told us they were asked to provide feedback over the telephone. There was effective communication with people because the staff teams were small and consistent, so people felt able to discuss any worries with the staff.

The service encouraged feedback and involvement from people and their relatives to improve care outcomes. We saw pictorial satisfaction surveys had been completed and an action plan put in place to address any concerns raised. A relative told us, “I have been asked for telephone feedback which has always been good. I am really happy with the management who are quick, on the ball, to get back to me straight away if I have a query.”

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.