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Elegant Care Services Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 19 March 2019

Elegant Care Services is a domiciliary care agency. This service provides care and support to people living in a ‘supported living’ setting, so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support. People using the service lived in two multi-occupation properties which were shared by ten people, five in each property. Houses in multiple occupation are properties where at least three people in more than one household share toilet, bathroom or kitchen facilities. Elegant Care Services provides a service to adults with a learning disability or people with mental health conditions.

Not everyone using Elegant Care Services receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection, four people were receiving the regulated activity.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

The inspection took place on 24 January 2019 and was announced.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was last inspected in July 2016. At that inspection, the service was rated Good. At this inspection we found examples of outstanding care and support in both the effective and responsive domains which have been rated accordingly.

The provider kept staffing levels under review and took time to match appropriately trained staff who had similar interests with the people they supported. The staff team was well established and stable, they were deployed appropriately to provide safe support for people. Robust recruitment practices helped to ensure only suitable people were employed to work at the service.

People were protected from the risk of abuse by staff who were trained and had the knowledge and skills to identify safeguarding concerns and act on them. Risks to people's health and well-being were assessed and appropriate plans were in place to minimise risks. The management team worked closely with the housing provider, conducting regular checks on the safety of the premises, reporting any issues promptly. People were supported to manage their medicines safely.

People received extremely effective support from a staff team who were regularly supervised and had their personal performance evaluated at an annual appraisal. Staff were trained in the skills necessary to fulfil their role and had received further training in areas relating to the specific needs of the people they supported.

The service had a strong person-centred approach which focussed on the individuals supported. The consistent approach used by the staff team had enabled people to make changes in their lifestyle and develop independence in order to bring about positive outcomes in their lives. Staff worked with health and social care professionals to meet people’s complex health needs and adopted a positive and forward-thinking attitude to supporting them to live life to the full.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

People were encouraged to eat a well-balanced diet and supported to make healthy-living choices. When necessary their nutrition was monitored and staff sought and acted on advice from appropriate health professionals.

The interactions between people and the staff were very positive. Staff showed a genuine interest in the well-being of those they supported. They demonstrated kindness and understanding toward people and involved them fully in choices around their daily living. There was a strong emphasis on developing people's independence and supporting people to attain personal goals.

People were relaxed and comfortable in the company of staff, they sought support and assistance when required and there were several instances when they shared jokes and light-hearted banter. People were spoken to and about in a respectful manner, their privacy and dignity were maintained and staff knew the importance and processes of maintaining confidentiality.

Staff recognised the importance of maintaining relationships with family and friends. They had worked hard with social care professionals and introduced the use of technology to help re-establish and maintain family connections, achieving positive outcomes for people.

People were involved in all aspects of the service. Staff had been trained and had established ways to help people communicate and understand information that was presented to them. They had developed documents in pictorial format, talking mats and social stories to engage people and present information.

People's support plans were very comprehensive. They reflected the extremely person-centred approach used by staff. Additionally, they provided detailed guidance on how people were supported to achieve goals and positive outcomes to enhance their lives. Support plans also included people's likes, dislikes, cultural and spiritual preferences. Staff were familiar with these and worked to enable people to follow their interests and observe their culture and beliefs. People had opportunities to take part in activities of their choice for both enjoyment and to develop further independence.

The provider made people and their relatives aware of how a complaint may be made. Staff knew how to support people to raise concerns and the provider had a policy in place to respond accordingly. There had been no complaints since the previous inspection. The registered manager had systems in place to monitor the quality of the service provided. People, their relatives and staff had opportunities to feedback their views on the quality of the service.

Further information is in the detailed findings below

Inspection areas

Safe

Good

Updated 19 March 2019

The service continued to be safe.

There were sufficient numbers of staff deployed appropriately to provide safe care. Recruitment processes were robust.

Staff had been trained in protecting people from abuse. They knew the actions to take to escalate concerns.

Risk assessments had been completed and provided guidance to staff to manage and reduce the risks identified.

People were supported to manage their medicines safely.

Effective

Outstanding

Updated 19 March 2019

The service was outstanding.

Staff were committed to maintaining and improving people�s health and well-being. They worked closely with other health and social care professionals to ensure people received the support they needed to meet their complex needs.

Staff had received training to support people with specific needs. They were regularly supervised and observed in their practice. Staff reported they felt fully supported in their role.

People were involved and supported with making decisions about their lives.

People were supported with their nutrition and assisted to make healthy choices.

Caring

Good

Updated 19 March 2019

The service continued to be caring

People were treated with kindness and respect. They enjoyed the company of staff who they had developed trusting relationships with.

People were encouraged and supported to maintain and develop their independence.

People�s privacy and dignity were respected.

People were involved in their support as much as possible. Staff knew people�s individual needs and preferences very well.

Responsive

Outstanding

Updated 19 March 2019

The service was Outstanding.

The service was person-centred and focused on putting people at the centre of all they did. The staff worked hard to help people understand information and communicate their wishes. They were skilled in observing people and interpreting their needs.

People�s support plans and care records were extremely personalised. They reflected their individual, current needs and provided excellent guidance for staff to meet those needs.

The service was exceptionally responsive to people's choices and preferences. They worked with people, their families and other professionals to ensure people lived the best life they could.

Well-led

Good

Updated 19 March 2019

The service continued to be well-led

People, staff and relatives told us they had confidence in the registered manager�s leadership, they found them to be approachable and supportive.

There were clear values adhered to by the registered manger and staff team. The culture of the service was open and honest.

The quality of the service was monitored by the registered manager and provider.