Elmar Home Care Manchester

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.

We were not assured people always received their medicines as prescribed. The new electronic medicines system did not always provide sufficient detail in respect of people's medicines. We found not all staff had completed essential training.

The provider had systems in place to monitor the quality of the service and make improvements. However, while there had been some improvements since our last inspection, these systems had not enabled the provider to identify and address the issues we found.

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. However, further work was required in this area. Decision specific mental capacity assessments had not always been carried out to establish if people had the ability to make informed decisions.

Electronic systems were used to record people's care and to monitor risk and ensure scheduled visits took place. Call monitoring of people's support had vastly improved. Further improvements in this area were taking place to ensure staff travel time was appropriate for each visit.

Risks to individuals were assessed and monitored, further work was still needed to ensure this process remained personalised for the person. There were systems in place to ensure lessons were learned and shared with staff when things went wrong.

The service was responsive to people's needs, preferences, interests, and communication needs. People felt involved in the planning and delivery of their care.

Complaints were responded to appropriately. People told us they were aware of how to make a complaint

and were confident they could express any concerns which would be addressed.

Staff were aware of how to safeguard people from abuse. Systems were in place to prevent and minimise the spread of infections when supporting people. Pre-employment checks had been carried out to ensure staff were suitable to work with people.

We found the management team receptive to feedback and keen to improve the service. The registered manager and provider worked with us in a positive manner and the information we requested were received in a timely manner.