19 November 2019
During a routine inspection
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People received safe care and felt safe. People were protected from the risks of abuse and risks to people's health and wellbeing were assessed, managed and regularly reviewed. There were enough staff to ensure that people's needs were met safely. Practices were in place to ensure prevention and control of infection protected people. Improvements had been made to ensure that suitable staff were recruited.
People were supported by staff who had relevant training, skills and experience to care for them. Staff worked with other health and social care professionals to achieve good outcomes for people's health and wellbeing. Where needed, staff monitored people’s intake of food and fluids to ensure they remained healthy.
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.
The staff were caring, and we received positive feedback from people and their relatives. People had supportive and meaningful relationships with staff. People received a service which was caring and respectful. People's rights to make their own choices, independence, dignity and privacy were promoted and respected.
People's care was personalised which met their needs, and their preferences were identified and implemented. People had personalised care plans that promoted independence. People were able to freely complain and could be assured their complaints would be taken seriously and dealt with promptly and professionally.
Staff were motivated and enjoyed positive team work, they felt well supported by the registered manager, although some staff felt the registered manager was overworked and needed to delegate more tasks to others. People told us the registered manager was open and approachable. People, staff and relatives felt their views were listened to. The service was proactive and worked on ways to improve.
We have made a recommendation that the registered manager completes their qualification in social care management without further delay.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 23 November 2018) where we identified a breach of regulation 19 of the Health and Social Care Act Regulations 2014, fit and proper persons employed. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Carers Elite on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.