Eleada Care Services

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first assessment for this newly registered service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

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.

There was a positive culture at the service. The provider had established clear values and a mission statement. These were shared with staff. Staff explained they liked working for the agency and agreed with their values. Comments from staff included, ‘’I like making a difference’’ and ‘’This is the best company I have worked for; they are supportive and understanding.’’

People using the service and their relatives gave positive feedback about the agency and their experiences. Their comments included, “I would have no hesitation in recommending them’’, “I think the quality of care stands out for me with this company’’ and “The best thing about the agency is the wonderful carers.”

There were capable and inclusive leaders. The registered manager oversaw this service and another branch within the organisation. They were a qualified nurse and had a range of experience and qualifications in different aspects of care and management. They were supported by a coordinator who managed the day to day running of the branch. People using the service, relatives and staff knew both managers and felt supported by them. Comments from people and relatives included, “I have a good bond with the management, and they are visible whenever I need them’’, “I think the management team is proactive with their customers and in general’’ and “[Manager] often pops in to see me and I can voice my opinions.’’ Comments from staff included, ‘’We have a very supportive manager’’ and “[Manager] is outstanding and always there if we need [them].’’

The management team had regular meetings to discuss the service and plan for the future.

There were systems to help enable staff and others to speak up if something was wrong. The staff explained they knew about these and felt able to speak up if needed.

The agency supported staff with any needs they had, including time off or extra supervision or support. Staff confirmed their individual needs were met. The agency supported some staff who were employed from abroad. They gave them the support and advice they needed about living and working in the UK.

There were effective systems for monitoring and improving quality at the service. The provider was in regular contact with people using the service and their relatives. They reviewed care plans and carried out quality monitoring calls and visits. These included asking people for their views. The managers also carried out spot checks to observe staff delivering care and supervision meetings with staff to discuss best practice. They audited medicines records and logs of care. We saw they had taken action when they identified improvements were needed.

The provider had a continuity plan and had procedures governing data and record keeping.

The agency worked in partnership with others when needed, liaising with local authorities, training providers, skills organisations and other care providers to ensure people received the support they needed.

There were systems for learning and improving care. The provider’s website included information about aspects of care services people found challenging. These included strategies for communicating with a loved one who had dementia, factors to consider when preparing end of life care and decision making navigating the financial aspects of long-term care and understanding the emotional toll of care giving. They also provided people and their relatives with written guides and newsletters.

The provider employed an in-house trainer who offered face to face training to all staff. They also discussed aspects of the service and good practice in team meetings and individual supervision. This helped staff to develop their skills.