Ella UK Limited

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 our inspection, the service supported 49 people with personal care.

The service had a clear management system in place. People, relatives and staff were extremely positive about the management of the service and support provided. One staff member told us, "I feel supported and treated like an individual, they respect my needs and my rota is arranged around these." People told us the service and management team had gone above and beyond their roles to provide support and ensure all their needs were met. We noted lots of examples of excellent partnership working, which benefitted people, the wider community and other care providers. A range of systems and processes were used to monitor the quality and effectiveness of the service. Reflective practice and robust action planning had been used to ensure any areas for improvement were addressed timely.

People told us they felt safe in the company of care staff. Care visits were completed timely, with people informed if staff were running late. Staff remained for the full duration of visits, using any spare time after care had been provided to chat with people. People received their medicines safely, with staff's competency to administer medicines regularly assessed. Accidents and incidents had been documented, with action taken to prevent a reoccurrence. Staff had received training in safeguarding and knew how to identify and report concerns.

Assessments were completed prior to people's admission, to find out what support people wanted and ensure the service could meet their needs. 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; the policies and systems in the service supported this practice. Staff received sufficient training and supervision to ensure they could carry out their roles effectively.

Care files contained detailed information about each person and how they wished to be supported. People

and relatives were actively involved in ongoing discussions about care and support plans, to ensure these were reflective of changing needs. Where part of their package, people were supported to complete social activities in line with their wishes, albeit the current COVID-19 pandemic had impacted on what people had been able to do. People had been provided with the complaints process but had not needed to use this.