Eleada Care Services

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

Responsive – this means we looked for evidence that the service met people’s needs. This is the first assessment for this newly registered 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.

People received person-centred care. They told us their individual needs were met, and their choices were respected. They explained staff were good at what they did and supported them in the way they needed. Their comments included, “I found the care to be very good” and “We have 2 very excellent carers that come together. The carers are very flexible and adapt to our needs.’’

The agency was not supporting anyone to access community activities at the time of our assessment. However, 1 relative explained the staff supported their relative to access the GP when needed. The management team told us they had supported another person in the past to go to church, take part in community activities and go on holiday with their family. They were happy to provide this provision if people needed this.

The agency provided people with information about their services, how to access other support and people’s planned care. They had produced a service user guide, and copies of the care plan were left at people’s homes. The management team told us they telephoned or visited most people each week and discussed the service with them, answering any questions they had and listening to feedback about their experiences.

The agency listened to and involved people. People and their relative confirmed this, with 1 person telling us, “I have a strong voice in how I want the care to be conducted, and carers will implement that.’’ A relative told us that the staff were flexible and adapted to the person and their needs when requested.

There was a clear complaints procedure. People using the service and their relatives told us they knew who to speak with if they had any concerns.

The provider ensured people could access the service and other services if needed. They supported people to overcome barriers, by making regular contact and asking if they needed any additional support. The management team explained how they had supported 1 person with accessing healthcare services because they were unable to operate their wheelchair independently. There was a 24 hour on call service available for people, relatives and staff if they needed support or to discuss the service out of hours.

The provider had policies and procedures regarding equality, diversity and respecting human rights. Training in these areas was part of staff inductions. The agency did not discriminate and worked with people to provide sensitive care which reflected their characteristics and needs.

People were supported with planning for the future when needed. The agency provided personalised care which included support for people at the end of their lives if needed. They had also helped 1 person with a move to a care home. They carried out regular reviews of care to help people identify any outcomes they wanted to achieve.