Elsie's Help at Home Limited

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People and their relatives were very positive about the staff supporting them. Staff demonstrated a commitment to treat people with dignity and respect and enable them to be as independent as they could be. Staff told us they were supported and they enjoyed working for the 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 told us staff were kind and caring. A person told us, “They [staff] always come in with a smile. They ask how we are especially the ones we know well.” A relative said, “They are happy with the staff that come. They see them as friends.”

Staff we spoke with were positive about their relationship with people and understood how to be respectful and promote people’s dignity. A staff member told us, “I explain what I am doing, I offer if they want me to stand outside and make sure the bathroom door is closed, I also cover people with a towel.”

In the planning of this assessment, we had not received any negative comments from partner agencies.

People and relatives told us staff knew them and their routines well. A person told us, “Yes, they know me and my needs.” A relative said, “They all do. They are getting to know [family member] well.”

Staff told us they were able to develop positive relationships with people they supported. A staff member said, “The clients are really lovely.” Another staff member said, “This work is rewarding and I do not do it for the money. When someone’s face lights up as you are the only person they have seen that day, it means a lot.”

The registered manager was committed to people receiving a consistent group of staff to deliver their care as much as possible. Care plans contained information about people’s individual preferences related to their care and support.

People told us staff delivered their care in the way they wanted it and encouraged their independence where possible. A relative told us, “They encourage [person]. They have a frame and they encourage [person] to push themselves.”

Staff followed people’s care plans and encouraged their independence. A staff member said, “We definitely encourage people to do as much as they can themselves. As we work with clients we can tell if people are having a good or bad day.”

Care plans included information for staff to promote people’s independence in areas such as personal care, mobility, communication and risk. For example, 1 care plan recorded, “Can you please use the white flannel to wash my back, and I will wash all other areas. I will dry my body with a pink towel.” People were supported to access the community if this is something they required support with.

People and relatives told us staff responded to any changes to their care and support. A relative told us, “They do. Sometimes [family member] is upset. They have been kind to them and give them time. They take it in their stride, take an interest and are supportive.”

Staff knew people well and were able to respond to people’s changing needs proactively. The registered manager gave us examples of reviewing care packages when it was identified people required more support.

Staff told us the management team supported them. A staff member said, “I think [registered manager] just cares about people, any issues and they always do their best to help or support me.” Another staff member said, “I find them supportive; you can phone at any time, I had trouble with my car so they picked me up in a pool car.”

There were processes in place to promote the wellbeing of staff such as supervision and appraisal. However, there were some staff that whilst they felt supported and found it easy to speak with the management team, they had not always received an individual supervision but had attended a team supervision.