Elegant Excellency Health and Social Care Services Ltd

Elegant Excellency Health and Social Care Services Ltd is a domiciliary care agency providing personal care to people living in their own homes. The agency worked with younger adults and older people who may have dementia and/or physical disabilities. At the time of our inspection there were 14 people using the service.

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 and relatives told us they were happy with the care provided by the service and felt it was responsive to their care and support needs.

Despite the positive feedback from people and relatives, we found significant concerns. People’s personal risks were not always assessed. Where risks were assessed, this was inconsistent. Risk assessment documents did not always provide adequate guidance to staff. Staff recruitment was not robust and appropriate background checks and information was not always sought. People’s care plans were inconsistent and were not always person centred. Medicines were not always well managed and appropriate recording mechanisms were not in place. Auditing systems failed to identify the issues found during this inspection.

We have made a recommendation around care planning.

Staff had received training on safeguarding and understood how to report any concerns. People received their medicines safely and on time. There was good oversight of medicines management. 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 felt staff were kind and caring and knew them well. Staff arrived on time and people said staff stayed the correct amount of time. People said they felt their cultural needs such as food and language, were respected.

Staff told us they felt supported in their role and were able to discuss any concerns with the manager. There were regular staff meetings. There were various mechanisms for people, relatives and healthcare professionals to give feedback.

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

This service was registered with us on 15 July 2022 and this is the first inspection.

Why we inspected

The inspection was prompted in part due to concerns received about information held in people’s homes, risk assessments and care plans, medicines management and managerial oversight of the service.

We have found evidence that the provider needs to make improvements. Please see the safe, responsive and well led sections of this full report.

Enforcement

We have identified 4 breaches of regulation in relation to assessing people’s risks, staff recruitment, person centred care planning and good governance of the service.

We will request an action plan from the provider to explain how they will address the breaches found during this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

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