Elite Home Care Service Limited received a Good rating across all five key questions at its first CQC inspection in September 2019, covering 33 older people receiving personal care in their own homes. The service demonstrated strong safeguarding, person-centred care planning, well-trained staff, effective medicines management, and responsive leadership with no areas of concern identified.
Strengths
· People felt safe with staff and reported high satisfaction: 'I feel very safe with the carers' and 'I wouldn't change them for the world.'
· Effective safeguarding systems in place with staff demonstrating good understanding of their responsibilities.
· Robust risk assessments and care plans that were person-centred, detailed, and regularly reviewed.
· Sufficient staffing levels with staff arriving on time and not rushing people.
· Medicines managed safely with regular audits and knowledgeable, trained staff.
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staff; continuous learning and improving careGood