Elmar Home Care Limited

Not everyone using the service receives the regulated service of personal care. CQC only inspects the personal care service provided to people, that is help with tasks related to personal hygiene and eating. Where personal care is provided to people, we also take account of any wider social care provided.

People's experience of using this service: At our last inspection in May 2018, we rated the service Requires Improvement overall with two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulation. This was in relation to medicines management and good governance. Since this inspection, a new provider has recently taken over the service and a new management team put in place. At this inspection, we found sufficient improvements had been made and the service is no longer in breach of Regulations.

Although we saw some good practice in relation to medicines management, we have made a recommendation about further review of systems in line with good practice, to bring this to a consistently good level.

Safe recruitment procedures were in place. Sufficient staff were employed to make sure people's care and support needs were met. People told us staff completed all required tasks, but they were not always informed if their visit was going to be late.

People's nutritional and healthcare needs were being met. The service liaised with healthcare professionals to ensure people's care and support needs were met.

Staff knew people well, including their likes, dislikes and care needs. People were generally complimentary about staff. They told us staff were caring, gave them choices about their daily lives and supported their independence as much as possible.

People's needs and risks to their safety were assessed, and detailed plans of care drawn up. People told us they felt safe and staff had been trained to recognise and report suspected abuse. A complaints procedure was in place and any complaints were taken seriously and investigated appropriately.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People and/or their relatives were involved in the planning and review of their care.

Staff were receiving appropriate training and updates. Staff told us the training was good and relevant to

their role. Staff were supported by the management team and had the opportunity to discuss any concerns and their ongoing development needs.

Some systems were in place to monitor the quality of care provided and further areas were being developed. People were positive about the new care provider and management team and said they were approachable and supportive.

The service met the characteristics of Good in most areas; more information is in the full report.