ELSI (SW) LTD

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• 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

We reviewed all 7 of the quality statements in this key question.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were clear about the provider values and the ethos of how support and care was to be provided. Staff told us the company was “caring” and they enjoyed working within this culture.

The registered manager told us they were present at staff inductions and made sure staff were aware of the aims of the service. The management team were all present and visible at the service and easily available to people, relatives and staff.

Staff told us the management team at the service were very approachable and supportive.

The service had a manager in post who was registered with Care Quality Commission (CQC). This meant in addition to the provider recruitment process the registered manager had also completed the CQC fit person process to become registered.

Staff were aware of whistleblowing procedures and knew how to share any concerns.

The provider had a whistleblowing policy and told us staff had telephone numbers of people to contact if they wanted to raise any concerns.

Staff told us they felt welcomed at the service and gave us examples of equal opportunities. For example, any overtime shifts available were shared with all the staff not single individuals. Staff felt their working environment was inclusive and they worked well together as a team.

The provider had access to external human resource expertise to guide them with any staffing issues. The provider also had equality, diversity and inclusion policies, procedures and systems to support the staff team.

Staff told us about specific responsibilities they had which included some checks on the service delivery. For example, a member of staff carried out weekly health and safety checks. Another member of staff did care plan reviews and staff told us they enjoyed the additional responsibility of carrying out checks. However, not all checks being completed were recorded. The registered manager told us they discussed actions with the management team but did not record who was going to be responsible for improvements or when actions were to be completed.

There were some governance systems which were effective in providing an oversight to the service. There were quarterly meetings with the management team and governors who acted as an independent panel for provider oversight. Whilst there was a service improvement plan this did not capture all of the meeting’s discussions. The provider did not have meeting minutes for all management meetings which meant there was no accurate record of all discussion topics. The registered manager showed us their record of their visits to services. There were some details recorded of what they had reviewed on site but no specific details such as which records were reviewed. The registered manager recognised they needed to formalise their audit processes to better record checks being completed.

People and relatives we spoke with did not raise any concerns about how staff worked in partnership with others. People were regularly asked for their feedback.

The registered manager was aware of the stakeholders involved with the service and told us they worked closely with them.

Professionals told us they knew of work the management had completed to reach out to local services and set up links with other organisations. Professionals noted the provider had continuously improved the service and worked to streamline procedures.

The registered manager told us people had regular visits from professionals working for the local authority. The provider told us they had recently taken on a service in a neighbouring local authority area. They had already established contacts with professionals in that area to help make sure people had a continuity in their care.

The provider and registered manager had ideas to improve the service and were both keen to learn from others.

The provider was a member of a local initiative to support adult social care providers in Wiltshire. They told us it was useful to have links with other providers and have opportunities to learn and develop. The provider and registered manager were able to attend local conferences and workshops to support their knowledge and skills.