Elsie's Help at Home Limited

People were supported safely and risks to their care were mitigated effectively. Systems were in place for learning when things went wrong and making improvements. Medicines were managed safely. There were enough staff and they had been trained and supported to understand their role. The provider understood their responsibilities to keep people safe from harm and abuse. Infection control policies and procedures were followed by staff.

People received positive outcomes as their care needs were assessed and included in the assessment process. Staff told us they were always introduced to people prior to delivering care. Care plans contained information about people’s nutritional needs. Staff contacted the GP, district nurses and other professionals as needed. People and relatives told us the communication with the service was good. Staff sought people’s consent before providing support.

People and their relatives were very positive about the staff supporting them. Staff demonstrated a commitment to treat people with dignity and respect and enable them to be as independent as they could be. Staff told us they were supported and they enjoyed working for the service.

People and relatives were involved in the planning of their care and confirmed this was delivered in the way they had requested. Staff knew people well and were able to develop positive relationships with the people they supported. People were supported to access the community if this had been agreed as part of their care package. The service worked with other professionals who were involved in people’s care to ensure all staff were following any guidance put into place.

The registered manager who was also the nominated individual maintained good oversight of the service and continued to visit people to ensure their care packages were delivered safely. A nominated individual is a requirement of the regulations under the Health and Social Care Act 2008 (Regulations).Their core responsibility is to supervise the management of the regulated activity provided by the service. They also play an important role in the leadership of their service and driving improvement through robust governance.

The service was relatively small and the registered manager was actively looking for a deputy manager to support them with oversight. A HR and Recruitment manager was available for oversight when the registered manager was not available. People and relatives told us the service was well led and they had confidence in the management team.