How do I make a referral?
Complete our referral form and email it to info.care@el-rock.com, or call 0330 330 9791 to discuss the person’s needs. A family member, the person seeking support or a professional can make an initial enquiry. We will explain what information is needed for an assessment.
Who can you support?
We consider referrals for adults who may need supported living, domiciliary care, community outreach, mental health support, live-in care, respite or specialist support. Every referral is assessed individually against the person’s needs, our staff’s skills, available services and the scope of any applicable registration.
Do you accept Local Authority-funded referrals?
Yes. We welcome enquiries from local authorities and brokerage teams. We review the referral information, assess the proposed support and provide a service and cost proposal for consideration.
Can families make private referrals?
Yes. Families and individuals can contact us directly about privately funded support. We will discuss the person’s wishes, assessment, proposed service and costs before any arrangement is agreed.
How is a support plan developed?
We speak with the person and, with appropriate involvement, their family and professionals. We assess their strengths, preferences, needs, communication and risks, then agree goals and the support needed to work towards them. We review the plan as circumstances change.
How do you manage medication?
We assess the type of medication support needed and record each person’s arrangements in their support plan. Staff undertake only tasks that fall within their training, competence and the service’s agreed responsibilities. We work with prescribers, pharmacists and other healthcare professionals when advice or a change in arrangements is needed.
How do you safeguard people?
We train staff to recognise and report concerns, listen to the person affected and take prompt action. Managers review concerns, record decisions and involve the relevant safeguarding authority or other professionals when required. We also use individual risk assessments and regular reviews to help prevent harm.
Can you provide 24-hour support?
We can consider requests for continuous or overnight support following an assessment. The available model will depend on the person’s needs, staffing, location, funding and whether we can provide the support safely within the applicable service scope.
How do you match staff to individuals?
We consider the person’s needs, preferences, communication style and goals alongside each staff member’s skills and experience. We also listen to feedback about the working relationship and review the match if needs or circumstances change.
How are complaints handled?
We encourage people to raise concerns with the team or a manager as soon as possible. We record and review complaints, explain the response and identify any changes needed. People can also use the formal complaints process; asking a question or making a complaint will not affect their right to respectful support.
How do you monitor quality?
Managers review support plans, records, incidents, complaints, feedback, staff training and supervision. We use these checks to identify concerns, assign actions and follow up on improvements.
What happens if someone’s needs change?
We review the support plan and risk assessment with the person and relevant professionals. Where needed, we discuss changes to staffing, support hours, equipment or specialist input with the person and the organisation funding their care before a revised arrangement is agreed.
How do you work with social workers and healthcare professionals?
We share relevant updates through agreed communication channels, take part in reviews and coordinate support around the person’s goals. Where a concern needs clinical assessment or treatment, we involve the appropriate healthcare professional; our care and support team does not replace clinical services.
What is your CQC registration status?
EL-ROCK Limited is progressing its CQC registration under the trading name Saen El-Tara (EL-ROCK). We will publish its formal registration details and a link to its CQC record when the process is complete. Saen El-Tara Care Services Ltd is a separate company with its own CQC registration. For a referral, please contact us so we can explain which organisation would provide the proposed service and the regulatory position that applies.
How quickly can you assess someone
Assessment timescales depend on the information available, the person’s needs, urgency, location and our service capacity. We will discuss the next steps when we receive the enquiry and let the referrer know what information is needed to arrange an assessment.