Quality Assurance: Keeping service users connected and safe

Although carers are self-employed, Elder employs rigorous interview and onboarding processes to identify carers who 1) have relevant and suitable skills and experience and 2) meet the core requirements to work with vulnerable adults (i.e. DBS/PVG checks, situational judgement tests). All carers on the Elder platform must have an Enhanced DBS certificate on their account at all times and a DBS check that is less than 3 years old. 

Elder’s Family Support Specialists request and document feedback from both service users and care professionals for quality assurance purposes, ensuring that both parties are satisfied with Elder’s introductory service. The dynamic care appraisal form, in which ongoing feedback is captured, provides responsive, real-time feedback via the MyElder portal. 

Elder’s Safeguarding and Escalation Committee (SEC) reviews potential safeguarding, criminal or clinically related concerns and coordinates relevant plans of actions. 

Elder ensures all carers have access to a published set of Carer Standards, detailing performance and behavioural expectations. Carers are expected to meet or exceed these agreed standards at all times.

Carers on the Elder platform are encouraged to elevate the principles of person-centered care through frequent conversations with the service user and family about their wishes and routines regarding: 

  • Washing and grooming  and other personal care
  • Support with toileting
  • Nutrition and hydration
  • Sleep and night time
  • Support to move around the house safely

  • Prompting use of medication and reporting concerns*
  • Activities and companionship
  • Shopping & household activities
  • Maintaining a clean and tidy house

*Carers on the Elder platform are not able to administer prescription medication 

Carers are highly encouraged to communicate with the family on regular updates and any changes in care needs, including any changes or updates to the care appraisal form. They are also encouraged to review the care appraisal with the outgoing carer during handover periods to ensure a clear transition. 

In addition to reviewing the care appraisal, the outgoing carer is responsible for communicating all relevant and necessary information to the replacement carer, including: 

Elder maintains the right to remove carers from our platform that have dropped out after the placement has been signed off. Elder’s quality assurance team will review all dropouts, and remove access to the platform if a carer is deemed unreliable. 

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