Archived: Elite Care Services Limited - 66-68 St Loyes Street

People's relatives told us that the service from the agency was "Excellent." Another told us that they found the staff " ... fantastic. X has never had such good care." They went on to say, "They keep in regular contact and let me know of any problems."

The rotas and staff deployment records demonstrated that there were sufficient staff to carry out the work that the agency had agreed to provide. The registered manager reviewed the suitability of the person providing the care with regard to training and experience when deploying staff to care packages. We spoke with staff who told us they felt they were supported "very well" by the agency and were provided with regular training to carry out their jobs.

The agency was well led by a management team who carried out quality audits and reviews of the service to ensure it was able to meet the needs of the people that received a service and the needs of the staff team.

There was a robust system in place to make sure that peoples' capacity to consent to their care was assessed and respected.

A relative said "I can't fault the care it's excellent and staff are so kind. They take my daughter out and she is very happy and content." Another said "He comes to see me and after a few days he's ready to go. I know he's happy as he's sitting ready and waiting for the carer to pick him up and take him home."

People using the service were not able to tell us their experiences but their relatives were happy that they were safe and were comfortable with the staff who delivered their care and support.

During our visit we looked at three staff files to assess the process used for recruiting new staff. The system was robust with detailed application forms, references and photographic identification.

Relatives told us they had no issues with the service. They said they would speak with the manager if they had any concerns and were confident that any issues would be addressed.