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Inspection Summary

Overall summary & rating


Updated 5 November 2019

About the service

Elgin Close is an extra care service. People using the service lived in one of 36 self-contained flats in a single building. The service adjoins Elgin Close resource centre, which provides activities and a catering service. At the time of our inspection the service was providing care to 35 people.

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

People told us they enjoyed living at the service and were treated with kindness and respect. Staff interacted positively with people and made time to chat with people. Staff understood people’s cultural and religious needs and met these. People had access to a varied and inclusive activity programme. There were strong links with the local community and people were protected from social isolation.

The service identified and met people’s care needs, which were reviewed regularly. Staff provided care in line with people’s wishes and preferences and responded well to changes to people’s needs.

Complaints were addressed effectively and openly. There was a skilled, and sensitive approach to planning how to support people at the end of their lives.

The service used safeguarding processes to act promptly when people may be at risk of abuse, and staff understood their responsibilities well. Staff were safely recruited and deployed effectively to meet people’s needs. Risks to people’s wellbeing were addressed effectively and medicines were managed safely.

People had the right support to eat and drink. There were strong links to local health teams to help people stay well and provide effective access to health services. Staff received detailed inductions and received enough regular training to carry out their roles.

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.

Managers promoted an open and approachable culture and worked to include staff and people who used the service. The service checked people received a good quality of care and worked to ensure that standards continued to rise. There were strong links with other local service to provide good outcomes for people and plan their future care needs.

For more details, please see the full report which is on the CQC website at

Rating at last inspection:

The last rating for this service was Good (published 22 February 2018). Since this rating was awarded, the registered provider has altered its legal entity. We have used the previous rating to inform our planning and decisions about the rating at this inspection

Why we inspected

This was a planned inspection based on the date the service had registered.

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.

Inspection areas



Updated 5 November 2019

The service was safe.

Details are in our safe findings below.



Updated 5 November 2019

The service was effective.

Details are in our effective findings below.



Updated 5 November 2019

The service was caring.

Details are in our caring findings below.



Updated 5 November 2019

The service was responsive.

Details are in our responsive findings below.



Updated 5 November 2019

The service was well-led.

Details are in our well-led findings below.