Elite Home Care Service Limited

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

This service scored 72 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The provider had systems to identify, investigate and learn from them, supporting ongoing improvement. This learning was cascaded to staff to support them to keep people safe.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. Records showed the service worked collaboratively with people and those important to them to develop care plans and comprehensive transition plans.

A professionals told us, “The service supports transitions safely and effectively by ensuring clear communication and continuity of care. For example, one person was in a 24 hour care setting and was supported to transition back into their own home following a period of increased care needs. Staff worked closely with professionals to ensure the move was well planned and safe prior to discharge.”

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. The provider did not always share concerns quickly and appropriately. Whilst safeguarding concerns were referred to Local Authority safeguarding team, information was not always sent to the CQC. The registered manager addressed this immediately. The provider had safeguarding policies and procedures in place. Staff had completed safeguarding training and were confident in their actions to take. A staff member told us, “I would right everything down what happened date and time what I saw or heard report it straight away to my line manager and follow my company’s safeguarding policy.”

At the time of the inspection the service was not supporting anyone who lacked mental capacity. The service had policies and procedures in place to support people in the future. Staff had completed Mental Capacity Act training.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Environmental risks were identified and mitigated. However, associated health risks had not always been recognised. For example, there was no risk assessment in place to guide staff to support a person had a stoma. The registered manager addressed this matter immediately.

A professional told us, “Staff are able to identify risks early, such as changes in physical health, mood, or behaviour. They take appropriate action, including escalating concerns and updating care plans. This proactive approach helps prevent deterioration and ensures service users remain safe.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.Environmental risk assessments were completed to identify potential hazards in people’s homes to help ensure both staff and people remained safe. The provider had a business continuity plan in place to ensure people received continued care and support in the event of an emergency.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. Recruitment checks had been completed to ensure new staff employed were suitable to work at the service. People were supported by suitably trained and skilled staff. The registered manager supported staff with regular supervisions and appraisals.

Feedback from people and relatives indicated that staff had the skills and training required to support people safely. A person told us, “[Staff] are definitely well trained, and they always ask how I’m doing and what can be done to help.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff received infection prevention and control training. The registered manager conducted regular competency checks to ensure staff maintained safe, effective practices and followed current infection control guidance. A staff member told us, “Staff get regular spot checks, including the use of personal protective equipment.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. People received their medicines as prescribed and medicines were managed safely. Staff had completed medication training, and regular spot checks were conducted to ensure staff remained at the appropriate standards. The registered manager reviewed medication administration records as part of routine audits and learning points were shared with staff during team meetings and supervisions.