Elevate - Midlands

Care continued to be effective. People's needs and choices were met in line with national guidance and best practice. People were supported by staff who had relevant training, skills and experience to care for them. People were supported to have balanced diet and could exercise genuine choice with meals. Staff worked collaboratively with other health and social care professionals to understand and meet people's needs. Staff respected people's choices and gained consent when supporting them.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported by kind and caring staff. People and their relatives spoke highly of the staff. For example, a relative told us, "The staff are absolutely fantastic. They are all nice, helpful and professional." People told us they felt included in their care and were supported in their views and decisions. People were treated with dignity and respect and treated as individuals. Staff told us people's independence was a priority.

The service provided continued to be responsive. People had personalised care plans that promoted independence and with a focus on their likes and dislikes. Staff identified people's information and communication needs by assessing them. People's social needs and relationship networks were understood. People knew how to make a complaint and felt they would be listened to. Staff told us they had received training in end of life care.

The service provided was well-led. Staff understood the provider's vision for the service and they told us they worked as a team to deliver good standards of care. Staff had a clear understanding of their roles and

responsibilities. The provider understood the importance of quality monitoring and how to use this information to drive improvement. People using the service, their relatives and staff were regularly contacted to provide feedback on the service provided. The provider was committed to continuous improvement within the service. The provider was transparent, open and collaborative with external agencies.