We carried out a review of the data available to us about Elderflower Homecare on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Elderflower Homecare, you can give feedback on this service.
We inspected the service on 10, 15 and 17 May 2018. We gave 48 hours’ notice of our inspection as we needed to be sure somebody would be in the office.
There was a registered manager in post who was also the owner of the company.
Checks to monitor the safety and quality of the service had been carried out. Whilst these checks highlighted and addressed some issues they had not consistently noted and addressed the issues we found with documentation during our inspection.
People who used the service told us they felt safe. Staff received safeguarding training and understood the signs of abuse and how to report any concerns. Overall people received support with their medicines as needed, although protocols to describe when ‘as and when needed’ medicines were required were not always in place. Risk assessments were completed however they were not always updated when people’s needs changed.
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 supported this practice. Capacity assessments had not always been completed when there were concerns about a person’s ability to understand and consent to the way support was provided. The registered manager agreed to ensure these were completed. Staff sought people’s consent and promoted their choice. The staff maintained contact with healthcare professionals and sought their input and guidance when needed. The staff team were supported through one to one supervisions and an annual appraisal of their performance.
Without exception, we received positive feedback from people and their families about the staff team. They were described as kind and caring and that they had built good relationships with the people they supported. People’s dignity was upheld and staff treated them with respect. Information about advocacy support was available when needed.
People received support in accordance with their individual needs and their needs, likes and preferences were recorded. People received support to attend activities of their choosing. People received end of life support and staff responded to their changing needs. However, end of life care plans were not in place for staff to understand people’s preferences and wishes.
Staff attended team meetings which were an opportunity for further learning. The registered manager and management team were keen to ensure their knowledge was up-to-date and maintained links with community organisations. The registered manager sought people’s views on the support and organisation by way of a feedback form. The feedback provided was positive.
Further information is in the detailed findings below.
The inspection took place on 15 September 2015 and was announced. This was the first inspection of the agency at new premises at Richmond Chambers in Boroughbridge. The registered provider of the service is Saynorcare Limited.
We undertook an inspection on 26 June 2013 at the agency’s previous address in Skelton on Ure near Ripon. At that inspection the provider was meeting all the regulations that were assessed. You can read the report from the inspection relating to this location by selecting the ‘old profile’ link for Elderflower Homecare on our website at www.cqc.org.uk
Elderflower Homecare provides domestic services, social support and personal care to people who live in their own homes in the Ripon and Harrogate area. When we visited on 15 September 2015 the agency was providing personal care services to 30 people. The agency undertakes a minimum one hour visit for personal care unless other services are also being provided.
There was a registered manager. 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.
People spoke positively about the care they or their relatives received. People said staff always arrived on time, completed all of the tasks that they should do during each visit and stayed for the agreed length of time.
Emphasis was given throughout the service to maintaining and promoting people’s independence. We identified areas of good practice around falls management and assessment and staff were proactive in accessing independent professional advice as needed. Although the agency provided care in people’s own homes, advice and training was also provided to staff and people living in residential care settings to set up personalised rehabilitation programmes.
Effective management systems were in place to safeguard people’s safety and wellbeing. There were also procedures in place and arrangements were in place to review these. Whilst one personnel record needed updating, we identified that safe recruitment practices were being followed in practice. Appropriate medicines management systems were in place.
Staff worked closely with people who used the service and with families to pick up on emerging issues and ensure that people’s care needs and preferences were met. People told us they were involved in making decisions about the care and support that they or their relatives received. Risk assessments were used to identify and minimise risks without any undue restrictions being placed on people’s rights and freedoms. Staff received training to support their work effectively. Appropriate arrangements were in place to ensure that staff were kept updated and had access to national guidance on best practice and new legislation.
People spoke highly about their individual care workers and said they were always treated with dignity and respect. Care plans detailed people’s individual care and support needs and people told us that the service was flexible and responsive to their changing requirements. Staff liaised with other health and social care professionals to respond to people’s changing care needs and people were supported to eat and drink according to their plan of care.
Staff showed a good awareness of how they should respect people’s choices and ensure their privacy and dignity was maintained. People knew who to speak with if they had any concerns and could provide their feedback through face to face contact, at management spot checks and by means of satisfaction surveys.