Elborough 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 provider met people’s needs. This is the first assessment for this 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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. A social care professional said, “They have a very consistent and tailored approach to their support and have been extremely helpful when identifying challenges and ways to achieve identified outcomes.”

Care plans were person centred and described how people wanted their care and support delivered. This ranged from supporting people with activities, education, building, maintaining relationships and managing their mental health. A health and social care professional said the provider was, “Extremely person-centred in their care planning approach.”

Where people were nonverbal care plans detailed effective communication to ensure people were involved in care decisions. For example, in one person’s care plan it described how staff would show a photo of the planned activity and how to observe the person’s reactions to determine whether they were happy or not with this activity. A relative said, “They listen to [Name of person] noises. They are responsive.”

We reviewed regular care planning meetings which had taken place. This involved people, their families and the range of professionals involved in their care. A health and social care professional said, “[The provider] produced detailed care plans and included the young person throughout.”

All the staff we spoke with were knowledgeable about people’s preferences and histories. A social care professional said, “They have a good understanding of supporting young people with autism and this has been very positive for the young person.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider worked with local authorities and professionals involved to ensure continuity of care. The provider built and maintained relationships with people and their families. A staff member said, “They [the provider] are not afraid to say things to commissioners to advocate for people.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received a guide about the service in an easy ready format which contained useful information. A relative said, “The information is easy to understand.”

The provider ensured people’s information was always updated as required and stored in line with data requirements. Hospital passports were produced that contained current information in case a hospital admission was needed.

The provider encouraged people to share feedback and ideas, or raise complaints about their care, treatment and support. People received information on how to share feedback in their welcome guide. The provider had a complaints policy and had not received any recent complaints. A relative said, “Yes, I know how to complain. I was sent the complaints procedure.” People told us they did not always know there was a complaints procedure, “No copy of the complaints procedure,” but they would, “Complain straight to them [the provider].”

The provider actively encouraged feedback. All feedback was reviewed and actions taken. A family member said, “Any concerns they deal with accordingly.” A relative said, “If I have any concerns, they will look into it in a couple of hours.” Staff involved people in decisions about their care and told them what had changed as a result. Advocates were facilitated for people. A person said, “I have an advocate.”

The provider made sure people could access the care, support and treatment they required when they needed it. People’s care plans detailed who was involved in peoples care. Risk assessments set out how to access further support in different situations. People and staff had support from an out of hours service. We were given examples of when this had been used. For emergency situations of when people were in crisis. Staff had received training which provided the skills and knowledge for staff to provide safe, compassionate, and informed care to autistic people and people with a learning disability.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People's care plans were person-centred and detailed their characteristics, beliefs and preferences including their social interests, hobbies and important relationships. A staff member said, “It’s about understanding what their religion and culture means to them on an individual basis. It’s about not making assumptions. People have moved away from their home area to be looked after so its about picking up those links in the local community, whether it’s about going to the right food shop or place of worship, whatever is meaningful to them.” Staff received training in equality and diversity and the providers organisation policies supported this, including recruitment procedures.

Peoples plans for their life changes and decisions about their future were included in care plans. End of life plans were considered if appropriate to the individual. How emergency situations were managed was detailed in risk management strategies. The provider worked in collaboration with other professionals to support people towards reducing care interventions.