Elborough Care Services

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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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the service’s first assessment. This key question has been rated good. This meant people were well-supported, cared for and treated with dignity and respect

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 were treated with kindness, empathy and compassion. However, we received mixed feedback from people. One person told us, “Depends on who, sometimes they [staff] are disrespectful and have an attitude. Sometimes they are lovely.” Another person said, “Yes, they [staff] are kind to me.” Some people told us their personal space could be respected further. One person said, “Some maintain my privacy and dignity. Some walk in and some knock. Another person said, “They [staff] knock but come straight in.”

Relatives said, “Staff are kind and caring to both of us,” and “Yes, 100% staff are kind. Everyone enjoys their company. They are like extended members of the family.” Relatives told us how people’s privacy and dignity was maintained. A family member said, “The door is closed when they are changing her. Making sure she cannot be seen through the windows.”

Staff treated colleagues from other organisations with kindness and respect. Ensuring there was positive and professional communication. A health and social care professional said, “The Elborough team I work with are extremely professional and conscientious.”

People were treated with kindness, empathy and compassion. However, we received mixed feedback from people. One person told us, “Depends on who, sometimes they [staff] are disrespectful and have an attitude. Sometimes they are lovely.” Another person said, “Yes, they [staff] are kind to me.” Some people told us their personal space could be respected further. One person said, “Some maintain my privacy and dignity. Some walk in and some knock. Another person said, “They [staff] knock but come straight in.”

Relatives said, “Staff are kind and caring to both of us,” and “Yes, 100% staff are kind. Everyone enjoys their company. They are like extended members of the family.” Relatives told us how people’s privacy and dignity was maintained. A family member said, “The door is closed when they are changing her. Making sure she cannot be seen through the windows.”

Staff treated colleagues from other organisations with kindness and respect. Ensuring there was positive and professional communication. A health and social care professional said, “The Elborough team I work with are extremely professional and conscientious.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, people told us they did not always feel independent. One person said, “My independence has been taken away.” Another person said, “No encouragement [with independence].” However, relatives told us how people’s independence was promoted, “Yes, they encourage him to do things for himself. Ask him to carry his own bag and put his shoes away,” “They try to get her to put her arm through her coat. Foster her independence” and “Yes, encourage his independence. [Name of person] is using the air fryer, learning new skills.” A health and social care professional said, “Excellent care and support in all areas to promote independence and self-care.”

People were supported to make their own choices. Care plans detailed how people preferred choices to be presented and how they communicated their wishes. One person said, “I can choose what takeaway I want. Also, what I want to do.” Staff supported people to work towards their goals and aspirations. Care plans described how to support people with their independence. For example, being involved in preparing meals. A staff member described how they supported a person, “If they are getting changed in the morning, I take her to the wardrobe and give her a choice.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. One person said, “They [Staff] talk and listen to me.” People’s care plans and risk assessment directed staff how to respond accordingly. A staff member said, “If I’m working with someone and I need to know something specific I can jump to the relevant category and it gives really clear instructions.

Where people were non verbal staff knew how to observe and respond to people’s needs. A relative said, “[Name of person] has a few makaton signs. Staff are patient and have learnt the change in tones from [Name of person] and understand what they mean.” Another relative said, “Yes, they communicate well with [Name of person].”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Systems supported staff such as, an employee assistance programme, and one to one supervision. A policy supported staff in lone working. A well-being coordinator provided individual support to staff members such as debriefing for staff after incidents. Staff spoke positively about the support they received. A staff member said, “We have training, debriefing and everyone is called to make sure everyone is OK.” Staff said they felt valued and the provider encouraged and responded to feedback. The provider had received a health workplace award for maintaining and promoting healthy and supportive working environment for staff.