Elgar Care Ltd

Updated 18 September 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 team consisted of 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.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 23 August 2019 and ended on 28 August 2019. We visited the office location on 23 August 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. 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. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with six people who used the service and five relatives about their experience of the care provided. We spoke with ten members of staff including the provider, registered manager, client manager, carer manager, co-ordinator and care staff.

We reviewed a range of records. This included 12 people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at quality assurance records. We spoke with two professionals who regularly visit the service.

Updated 18 September 2019

About the service

Elgar Care is located in Hereford, Herefordshire. It is a domiciliary care agency which provides support to people in their own homes. It supports people with mental health difficulties, older people and people living with dementia. On the day of our inspection, there were 55 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 were cared for by staff who understood how to protect them from abuse and harm and keep them safe. Knowledgeable, skilled staff were available to meet people's needs. People’s risks were assessed and plans in place to guide staff. People were supported with their medicines by staff using safe practice. Staff understood and followed infection control and prevention procedures. Incidents and accidents were investigated, and actions were taken to prevent recurrence.

People's needs were assessed, and care was planned and delivered to meet legislation and good practice guidance. Care was delivered by staff who were well trained and knowledgeable about people's needs and wishes. 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 were supported by staff who were caring and kind towards them, who people considered friends. People felt involved and supported in decision making and encouraged to have a say about any potential improvements. People's privacy was respected, and their dignity maintained.

People received personalised care from staff who knew their needs and wishes. Suggestions and ideas were acted upon from people, families and staff. Staff and the management team were responsive to people's individual needs and flexed the service where possible to support people. People's concerns were listened to and action was taken to improve the service as a result. Where improvements were identified, there were plans in place to ensure these were made.

The management team were open, approachable and focussed on providing person centred care. They completed checks to monitor and improve the quality of the service provided. The management team and staff engaged well with other organisations and had developed positive relationships. The registered manager strived to continuously improve their own skills and knowledge.

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)

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.