Elgin Close

Updated 5 November 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We spoke with officers from the local authority to get their views about the service. We reviewed information we held about the service, including serious incidents that the provider is required to notify us about.

We used all of this information to plan our inspection.

During the inspection

We spoke with 10 people who used the service and two visiting relatives. We spoke with the registered manager, a care co-ordinator, a supported housing officer, a team leader and four domiciliary care officers. We spoke with the Regional Business Manager, Compliance Manager and the Assistant Director. We made observations of lunch, an activity session and a staff handover. We looked at records of care and support for four people who used the service and records of recruitment and supervision for five members of staff. We looked at records relating to the management of the service, including health and safety checks, training, audits and staff rotas.

Updated 5 November 2019

About the service

Elgin Close is an extra care service. People using the service lived in one of 36 self-contained flats in a single building. The service adjoins Elgin Close resource centre, which provides activities and a catering service. At the time of our inspection the service was providing care to 35 people.

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

People told us they enjoyed living at the service and were treated with kindness and respect. Staff interacted positively with people and made time to chat with people. Staff understood people’s cultural and religious needs and met these. People had access to a varied and inclusive activity programme. There were strong links with the local community and people were protected from social isolation.

The service identified and met people’s care needs, which were reviewed regularly. Staff provided care in line with people’s wishes and preferences and responded well to changes to people’s needs.

Complaints were addressed effectively and openly. There was a skilled, and sensitive approach to planning how to support people at the end of their lives.

The service used safeguarding processes to act promptly when people may be at risk of abuse, and staff understood their responsibilities well. Staff were safely recruited and deployed effectively to meet people’s needs. Risks to people’s wellbeing were addressed effectively and medicines were managed safely.

People had the right support to eat and drink. There were strong links to local health teams to help people stay well and provide effective access to health services. Staff received detailed inductions and received enough regular training to carry out their roles.

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.

Managers promoted an open and approachable culture and worked to include staff and people who used the service. The service checked people received a good quality of care and worked to ensure that standards continued to rise. There were strong links with other local service to provide good outcomes for people and plan their future care needs.

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

Rating at last inspection:

The last rating for this service was Good (published 22 February 2018). Since this rating was awarded, the registered provider has altered its legal entity. We have used the previous rating to inform our planning and decisions about the rating at this inspection

Why we inspected

This was a planned inspection based on the date the service had registered.

Follow up

We will continue to monitor information 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.