Eclectic Care Ltd

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

People received person centred care, although their future wishes had not always been sought and documented. People received information in ways that were accessible for them. Their views on the service and their care were sought and acted on. People were supported to have equity in access to care and support they needed to ensure they had equal experience and opportunities in their daily life.

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 they had been involved in the development and review of their care records and they received the care they wanted. People’s care records contained personalised details about how they liked their care delivered, their likes and dislikes. People’s daily records demonstrated that they received their care as outlined in their care plan and their wishes and preferences were respected. Additional activities were carried out by care staff such as helping a person to try on newly purchased clothing. People’s preferred shortened name had been used throughout their care records and their daily notes.

People told us they received consistency and continuity of care. One person said, “The ladies that come are fantastic. When you are older you don’t want too many faces, I have two or three they are so kind they do anything.” Staff knew people well and understood their care and support needs. A healthcare professional gave positive feedback about the care provision. They shared, ‘[people] only have positive things to say about Eclectic care - time keeping prompt, continuity with the same group of carers, which [people] find the most important thing.’ Systems and processes within the service supported good care provision, integration and continuity such as handover records between staff about changes to people’s care.

People told us they were provided with important information about their care such as changes to their call times or staffing. Staff told us they adapted the way they provided information to people to meet their individual needs. For example, using gestures or showing people items to choose from to support understanding and positive communication. People’s care plans contained information about their communication needs such as whether they required equipment to aid them including glasses or hearing aids. Daily notes indicated people were supported with information and to communicate effectively.

People and their relatives' views were sought during quality assurance checks with the staff and during review meetings. Staff recorded people’s general worries and concerns within their daily logs which were then acted on. A member of staff told us how they had acted on a person’s request to add an additional care call into their day by contacting the registered manager who ensured the rotas were changed. The registered manager told us that she also called people on a regular basis to gain their feedback and make any changes to their care and support.

Staff supported people to ensure they had access to whatever they needed for example, drinks were left within reach of people, lifelines and telephones which helped people to feel safe as well as walking aids to ensure people were able to mobilise safely were left nearby. Feedback from partners supported that Eclectic Care Ltd gave people equity in access. They gave an example of a person who had struggled to find a care company who would meet their needs until Eclectic Care Ltd took on their package of care.

Staff supported people to have equity in their experiences and outcomes. People told us staff met their needs in line with their preferences. A professional shared, ‘Together we have set up care packages for [people] who were apprehensive and needed lots of reassurance and time to ease in gently. [The registered manager] has always stressed the importance of being inclusive.’ The support provided enabled people to stay in their own homes.

People told us they did not require any support with future plans in relation to any goals or aspirations they had. Some relatives told us they managed people’s future wishes and did not need support from the service in relation to this at this time. Staff did not provide any feedback in relation to future planning for people in terms of their goals or aspirations. They told us they supported people in line with their wishes, reported any changes and they were not currently supporting anyone with care at the end of their life. Goals and aspirations along with future wishes in relation to death or dying had not been covered in people’s care plans. However, the service was not currently supporting anyone with palliative care at the end of their lives. The registered manager told us they would ensure this was part of their care planning so that any people who wanted support in these areas had the opportunity to do so.