The Care Quality Commission
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Elite Support Providers Ltd

Overall: Requires improvement read more about inspection ratings

Quatro House, Lyon Way, Frimley, Camberley, Surrey, GU16 7ER 07901 660895

Provided and run by:
Elite Support Providers Ltd

Important: This service was previously registered at a different address - see old profile
Important: The provider of this service has requested a review of one or more of the ratings.

All Inspections

During an assessment under our new approach

Elite Support Providers provide personal care to people. This is help with tasks related to personal hygiene and eating. At the time of this assessment the service was providing care to two people who lived in a supported living setting. We expect health and social care providers to meet 'Right support, right care, right culture'. This is guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people. Not everyone was being supported in line with this guidance. People were not always being given opportunities to access the community or to participate in activities that meant something to them. The environment people lived in prevented people from spending time in the garden which was something both people were noted as enjoying. People were not always assessed robustly to help ensure staff could meet their needs which resulted in one person experiencing a lot of anxiety and distress. People may be at risk of harm as staff did not always follow guidance. Staff received safeguarding training. However, concerns were not always reported to CQC. Staff had failed to keep accurate medicines records. Staff received training, but there was no process in place to check whether staff learnt from training. Staff were not recruited through robust recruitment processes. Management were not always open and transparent with us and there was a lack of robust governance arrangements in place. Staff were kind and caring to people and had people’s best interests at heart. There were sufficient staff to care for people and staff told us they felt supported by management. The registered provider had a service improvement plan in place. Management and staff worked with external agencies and professionals to support with people's care.

During an assessment under our new approach

Elite Support Providers provides personal care to people in their own homes. This is help with tasks related to personal hygiene and eating. At the time of this assessment the service was providing care to three people. People’s medicines records were not always well managed. We found one person did not have all of their medicines recorded on their medicine administration record for three months consecutively. We also found that people’s care plans were not contemporaneous. This meant that a new staff member may not easily be able to understand the care calls a person needed. We found management were not always transparent with us and although governance arrangements were in place, audits did not always identify shortfalls. For example, the inconsistency in care plans. There were sufficient staff to provide care to people and staff were given enough time at care calls. Staff received a range of training which included safeguarding and the Mental Capacity Act 2005. This helped them understand when to recognise that someone was unsafe or that they needed to ensure they obtained someone’s consent before providing care. Staff followed guidance in care plans to help them keep people safe. Staff provided respectful care and it was clear they genuinely put people’s best interests first. Staff knew people well as they had been providing care to them for some time. Staff listened to people and involved them in their care. Staff enjoyed their jobs and told us they felt they received the training they needed and were supported by management.

20 April 2021

During a routine inspection

Elite Support Providers Limited (previously Quintessential Support Brokers) is a domiciliary care agency supporting people in their own homes. 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. Most of the people using the service were older people, some of whom were living with dementia. At the time of our inspection five people were receiving a regulated activity from the agency. The service also supports a number of younger people in supported living settings. We did not inspect the support provided to them as none of the young people were receiving a regulated activity, personal care, at the time of our inspection.

People’s experience of using this service and what we found

Safe recruitment processes were in place to ensure staff were suitable for their roles. People told us they felt safe with the staff supporting them. Risk to people’s safety and wellbeing were managed in a way which promoted people’s independence. There were sufficient staff to cover all care visits and staff arrived on time for calls. Where people required support with their medicines this was provided safely by competent staff.

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. The service worked closely with healthcare professionals to achieve the best outcomes for people.

Assessments were completed prior to people receiving their care to ensure their needs could be met. People and their relatives were involved in developing their care plans which were reviewed on a regular basis. Staff knew people well and had formed positive relationships. People felt their views were listened to and that staff respected their dignity.

Quality assurance processes were in place to monitor the quality of care people received. Feedback and compliments from people and relatives demonstrated they were happy with all aspects of the service. There was a positive culture within the service and people and staff both felt valued by the provider and care manager.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 23 January 2020). Although no breaches of regulations were identified we needed to ensure that improvements were sustained following our inspection in April 2019. Since our last inspection the service has changed their name from Quintessential Support Brokers and is now registered under Elite Support Providers Ltd. The location of the registered office has also changed.

At this inspection we found the provider had ensured improvements had been embedded into practice.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor intelligence 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.