Elstree Home Care (Watford)

Updated 23 June 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

This inspection was undertaken by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

Inspection activity started on 06 June 2022 and ended on 14 June 2022.

What we did before inspection

We reviewed information we had received about the service since initial registration. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We received feedback from relatives of six people who used the service about their experience of the care provided. We received feedback from two care staff, two external health professionals and we had a video call with the registered manager on 13 June 2022. We reviewed a range of records relating to the management of the service, including a care plan and risk assessments, staff training records, evidence of monitoring staff practice and medication competencies.

Updated 23 June 2022

Elstree Home Care (Watford) is a domiciliary care service providing personal care for people living in the community. At the time of our inspection there were 10 people receiving personal care.

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 and what we found

People were safe and protected from avoidable harm because staff knew how to identify and report any concerns relating to the risk of abuse. Risks to people’s health, safety and well-being were assessed and measures developed to remove or reduce the risks. People were supported by staff who had been safely recruited.

People’s medicines were managed safely. Staff received appropriate training and had their competency assessed to help ensure they were sufficiently skilled and knowledgeable to safely administer medicines. Staff had received training in infection control practices and personal protective equipment was provided for them. The management team took appropriate action following any incidents and learning was shared with the staff team.

Before care delivery started assessments were completed to make sure people’s needs could be met. Staff received training and support to enable them to carry out their roles effectively.

Management and staff knew people well and were able to promptly identify when people’s needs changed, and they sought professional advice appropriately. 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.

People and relatives praised the kind and caring nature of the staff team. People received consistent care from a small team of staff. People knew about their care plans and could decide what care and support they needed. People were confident to raise any concerns with the management team. Everyone we spoke with during this inspection was satisfied with the care and support they received.

The management team was committed to providing a high standard of care to the people they supported as well as the staff team and understood their responsibilities under the Duty of Candour. People, their relatives and staff spoke highly of the management team and told us they were always available and supportive.

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

Rating at last inspection

This service was registered with us on 13 April 2021 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration with CQC.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.