Elite Care Agency received an overall Good rating across all five key questions following a May 2019 inspection of this Bicester domiciliary care provider supporting 56 people. Whilst the service demonstrated strong person-centred care and effective safeguarding, the recently changed provider and registered manager needed to address gaps in record-keeping, an out-of-date medicines policy, and incomplete staff training schedules.
Concerns (5)
moderate
Record keeping
: “We found in some records that information was either missing, such as in staff recruitment files or inaccurate for example not clearly recording the type of support people needed to receive their medicines.”
moderateMedication management: “On two people's records it was noted that the person required 'prompting' with taking their medicines. However...it was clear staff were giving the person their medicines.”
moderateGovernance: “The medicine policy and procedures contained out of date information. It referred to previous standards which had not existed for many years and did not refer to current legislation.”
minorStaff training: “The registered manager and new provider were in the process of arranging staff training and reviewing people's and staff records. This was due to the improvements that needed to be made in these areas.”
minorCare planning: “Not all [risk assessments] had been regularly reviewed. The registered manager was aware that a small number of people were overdue their annual review visits.”
Strengths
· People and relatives consistently described staff as caring, supportive and trustworthy, with strong continuity of care from familiar staff members.
· Staff demonstrated good safeguarding awareness and clear escalation processes for concerns.
· The service was flexible and responsive to people's changing needs, including short-notice visit time changes.
· Staff worked effectively with health and social care professionals to provide coordinated, person-centred support.
· The registered manager was proactive in identifying and addressing shortfalls following the provider change in April 2019.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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: Supporting people to live healthier lives and access healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Good
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 meet people's needs, preferences, interests and give them choice and controlGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Planning and promoting person-centred, high-quality care with openness and duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood