- Homecare service
Elite Support Providers Ltd
Report from 3 April 2024 assessment
Contents
Ratings
Our view of the service
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.
People's experience of this service
People had mixed experiences. Some people were given opportunities in line with right support, right care, right culture. However, others did not. This meant not everyone was being given the chance to live as normal a life as possible. Some people were also at risk of harm because the registered manager had not sufficiently assessed their needs to help ensure that the setting was the appropriate place for a person to live and that staff could support the person’s needs. Relatives had mixed views about the care their family member received. Some told us they felt staff knew their family member well, however others felt their family member was not receiving the care they needed. Although there were sufficient staff to provide care to people, staff were not always fully skilled or experienced which resulted in people experiencing anxiety and distress. People were provided with information in a format that they could understand and staff were working hard to develop strategies to work with people in a way that met their needs. People were looked after by staff who genuinely cared for them. Staff were determined to get to know people as an individual and adjust the care they provided in order to meet the person’s needs. People had the input of not only the staff from Elite Provider Support but also external professionals. This helped ensure that staff were being supported.