Elegant Care Services

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. At the time of inspection, 8 people were receiving support with personal care.

The service did not always work with people to plan for when they experienced periods of distress so that their freedoms were restricted only if there was no alternative.

Staff did not demonstrate they had the knowledge and understanding they did everything they could to avoid restraining people.

The service did not always manage incidents affecting people's safety well because provider did not investigate incidents to ensure lessons were learned. The managers did not review or monitor the use of restrictions to look for ways to reduce them.

Staff supported people with their medicines to promote their independence. However, other aspects of medicine management such as record keeping, review of medication usage and checks needed improvement.

The provider needed to ensure safe recruitment procedures and better records for checks, so people were

supported by safely recruited staff.

Staff communicated with people in ways that met their needs. Staff helped people focus on what they could do, so people had a fulfilling and meaningful everyday life. Staff supported people to take part in activities and pursue their interests in their local area.

Staff enabled people to access specialist health and social care support. Staff supported people to play an active role in maintaining their own health and well-being.

People had a choice about their living environment and were able to personalise their rooms.

Right Care: The provider and the registered manager did not always ensure that actions were consistently taken to reduce assessed risks to people's personal safety. Not all staff had the right knowledge to encourage and enable people to take positive risks.

The provider needed to review how staff's training needs and skills were managed in order to meet people's specific needs.

The provider needed to make improvements to how they assessed and clearly recorded capacity assessments and any best interest decisions for people.

The provider needed to make improvements to ensure they followed current guidance and legal framework regarding people's liberty deprivation, seeking consent and keeping associated records.

Staff understood how to protect people from poor care and abuse. The service worked with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.

People could communicate with staff and understand information given to them because staff supported them and understood their individual communication needs. Staff spoke to people politely giving them time to respond and express their wishes.

Right Culture: The provider did not always follow their quality assurance policy effectively to assess, monitor and mitigate any risks relating to the health, safety and welfare of people using services, the service and others.

The provider did not always maintain accurate and complete records relating to people's care and service management.

The provider did not follow the current best practice guidance regarding support agreements to ensure their rights, choice and independence.

The service worked together with staff and stakeholders to them to help improve the service. However, people's and relatives' involvement and contributions to the service needed improvement. This would ensure people's quality of life was enhanced by the service's culture of improvement and inclusivity.

Staff knew people and were supporting their aspirations to live a quality life of their choosing. People and those important to them were involved in planning their care.

Staff turnover was stable, which supported people to receive more consistent care from staff who knew them well. People were supported by staff who understood their different range of needs or sensitivities.