Excellence Healthcare Services Ltd

There was a holistic and comprehensive approach to care planning and risk management. People were at the centre of their care. Staff knew the people they were supporting extremely well and quickly identified if they were not their usual self. They provided comfort and compassion when people were distressed, upset or in pain and obtained support to review people’s physical and emotional health. There were comprehensive systems in place to analyse and review incidents and accidents that occurred during care delivery and outside of these times, to get an overall view of people’s health. Staff supported people to coordinate their care and liaised with other health and social professionals if they had concerns about people’s safety to achieve better outcomes for people.

There was a collaborative approach towards service provision, and the registered manager welcomed and encouraged staff, people, relatives and other professionals to feedback about the service. Staff were encouraged to share ideas and think creatively about how to improve service delivery. The registered manager promoted the wellbeing of their staff and there were various recognition schemes in place to acknowledge outstanding contributions from staff and when they had gone above and beyond. Staff support structures were in place and the registered manager ensured Excellence Healthcare was an inclusive and safe workplace.

A comprehensive training programme was in place to ensure staff had the knowledge and skills to undertake their role. The registered manager stayed up to date with best practice guidance and was aware of issues affecting the wider health and social care landscape. They disseminated important information to their staff team and ensured they were well informed.

The provider’s vision and values focused on providing individually tailored high quality compassionate care. Governance systems were in place to ensure staff were working in line with these visions and values, and ensure people received the care they required. There was a focus on continuous improvement and developing the service to further enhance people’s health and wellbeing.

Safe practices were in place regarding medicines administration, infection prevention and control, and staff adhered to safeguarding adults’ protocols, the Mental Capacity Act 2005, the Equality Act 2010 and the Accessible Information Standard.