Elegance Care and Support received a Good rating across all five key questions at its first CQC inspection, conducted remotely in April–May 2022. The service demonstrated safe, person-centred care with strong leadership, well-trained staff, effective quality assurance processes and consistently positive feedback from people and relatives.
Strengths
· People and relatives consistently praised staff as kind, compassionate, punctual and reliable, with no missed calls reported.
· Medicines were safely administered by trained staff with regular audits and no reported issues.
· Staff received comprehensive induction, regular training, supervisions, spot checks and annual appraisals.
· Robust safeguarding processes with timely reporting to the local authority and regular safeguarding training.
· Effective quality assurance system including regular audits, surveys and stakeholder feedback.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood