Elborough 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 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 service. This key question has been rated good. Leaders and the culture they created assured the delivery of high-quality care.

This service scored 82 (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 had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

The provider recognised the importance of a positive culture where everyone had a voice and was involved. The provider taught and embedded, ‘Ubuntu’ an African philosophy that emphasises the importance of community and shared humanity, summarised with the phrase “I am because you are, you are because we are”. The provider demonstrated this philosophy in the organisations values of ‘caring, collaborative and community.’ The values were integral through the recruitment and induction process. Staff could explain and demonstrate these values. This shared direction ensured people were at the centre of their support. A staff member said, “We are always very client focused.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. A social care professional said, “Elborough Care Services are thorough and professional.” A relative said, “We have met the manager. She came to meet us. They sat on the floor playing with her. They are professional and personable. Strike a balance.”

Leaders focused on what people’s individual goals and aspirations were and how the service they provided could support them in achieving this. A person said, “I have met the managers, really nice.” Staff told us leaders were visible, knowledgeable and approachable. A staff member said, “Yes, managers call to see if you’re ok, I feel very supported.” Another staff member said, “I haven’t worked for another company where the manager is so visible and present.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they were encouraged to speak about any concerns and issues. There was a variety of systems in place for speaking up including meetings, one to ones and surveys. A staff member said, “Definitely, you can come with any problems, [managers are] very approachable and open minded. They will say let’s have a think about it? How can we do it? You feel you voice is heard.” Surveys were conducted with people, relatives and stakeholders. Findings were analysed and included into the service’s action plan to ensure developments were made.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. A staff member said, “Diversity is celebrated throughout the company whether it is with staff or the people we support. We all do our mandatory training. We are all aware this is something we need to celebrate.”

Staff told us they felt valued. The provider had a flexible approach to working which meant people could select hours to suit their individual needs and other responsibilities. The provider supported people in the work place and had recently won an ‘Into Work Partnership’ award at Weston College Business awards evening.

The provider had clear responsibilities, roles, systems of accountability and good governance. However, during the assessment it became clear the service was delivering services to children that fitted the definition of a children’s home as described by the Care Standards Act 2000. This meant these services fell outside the scope of regulation of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, and were in effect, unregistered services and should be registered with the Office for Standards in Education, Children's Services and Skills (Ofsted). Leaders were open about the support people received but had not taken the necessary actions. This was not in accordance with the requirements of them under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 which require services to have regard to the requirements of regulations in relation to all their activities. We took action to notify the local authority and Ofsted of these packages of support.

Governance systems ensured high quality, good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. A staff member said, “I work with several agencies, but Elborough Care Services stands out for documentation.”

The provider clearly understood and carried out their duty to collaborate and worked in partnership, and services worked seamlessly for people. They always shared information and learning with partners and collaborated for improvement.

The provider worked with the other agencies and partners involved in people’s care to enable people to live life to the full, develop new skills and enjoy new experiences. A health and social care professional said, “Working with Elborough Care Services has been extremely positive.”

The provider ensured they attended and facilitated meetings to support people’s journey. A health and social care professional said, “They have been brilliant with attending network meetings, promptly replying to emails and providing me with regular reports on their work with the young person.” A staff member said, “Elborough are fully committed to being part of this individual’s multi-disciplinary team around them.”

The provider worked to ensure care and support understood and included people’s family network. A health and professional said, “They keep in touch with parents around timings and the family feel very supported.”

The provider supported the wider community in a number of charity initiatives. This included sponsoring a local football team and supporting a foodbank. The provider incorporating team building with benefits for the local community. For example, staff engaging in litter picks together, to enhance team work and to enhance the local environment.

The provider had a strong focus on continuous learning, innovation and improvement across the organisation and local system. They always encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe and effective practice. A health and social care professional said, “They have been creative and determined to overcome challenges and work with the young person to recognise their strengths and advocate their views clearly.”

The provider was encouraging and supportive of enhancing staff knowledge and skills by career progression and additional training. The provider was a dementia friend and disability confident employer. The provider focused on enabling people to live a full life. Robust governance and risk management systems ensured this was achieved.