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Archived: Elite Care Providers

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Inspection report

Date of Inspection: 9, 12, 17, 19 July 2013
Date of Publication: 17 August 2013
Inspection Report published 17 August 2013 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 9 July 2013, 12 July 2013, 17 July 2013 and 19 July 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff, reviewed information sent to us by commissioners of services and talked with commissioners of services.

Our judgement

People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People we spoke to said they were happy with the service they received. They said that they received consistent care and support from the agency. People told us they received support to remain healthy and well. A person said, "Staff knows when I’m getting down. They had to call the doctor as I just couldn’t get out of bed. Thy tried to reason with me but I was just down. I ended up going to see my doctor and a psychiatrist. I have new tablets and they are brilliant and I’m not as down. Was telling them (staff) to ‘get out and to go away, stop checking on me’ and they did as I told them. But they kept coming and checking on me and I know they were helping me and I agreed to the help in the end. They showed just how much they care ".

We looked at four care and support plans in detail at the office. We found care and support planning was based on activities required at specific times. For example support to get washed and dressed, bathing, meal preparation, medication support and social care. The care and support plans we saw were more person centred than our last visit and the manager and coordinator said that they needed to develop them further to provide staff with guidance about how people wanted their care to be delivered. This meant that care and support would be provided in a more person centred way.

Where people had identified health care needs this was recorded in their assessment and care and support plan. We saw the agency did not manage the health care needs of people using the agency but saw that they had regular contact with families and other health care professionals. We saw evidence that the agency had made referrals on behalf of people who did not have family or other carers to support them. People that used the service told us that they could be supported to attend appointments. One person told us, “I was feeling quite ill a few weeks ago and didn’t know what was wrong with me. They were concerned enough they called an ambulance. Thankfully I am feeling much better now. I take all my own tablets and see my doctor when I want to but they keep asking me if I need any help and I know I can ask for it if I need to”.

The family member of a person using the agency told us that the care their relative received was both flexible but consistent and supported their relative’s needs. They said, “They tend to work around me as care for my wife when I am working or need a few hours break. They were recommended by social services I think. They involved me from the beginning and we have had them for about six months. They asked if they could do a full risk assessment of our home and my wife and cover all aspects of safety. They have an emergency contact number if they need to get me. They provide overnight care and know her routines. We agreed if she doesn’t want to sleep then let her do what suits her. She’s well cared for and I trust them”.

Staff told us that when changes in person centred plans were made they were given copies of the new plans. There was evidence staff maintained daily records demonstrating they were meeting their duty in providing the right care and support. Records were detailed and written with respect and sensitivity.

We spoke to three staff about access to up to date information. Staff said that care and support plans were updated as people's needs changed. Where people had health care needs this was recorded in their assessment. We saw people's needs were regularly reviewed. Risk assessments were completed. These identified potential risks to peoples' well being and safety. For example, the need for two support workers required for particular tasks such as moving and handling.