St Elizabeth Care Agency

St Elizabeth Care Agency is a domiciliary care agency and registered to support; older people, younger adults, people living with dementia, people with learning disabilities or autistic spectrum disorder, people with mental health needs, people with physical disability and people with sensory impairment.

At our last inspection on 26 May 2016, we rated the service overall good. The key questions safe effective, caring, responsive and well-led were all rated good. At this inspection on 30 November 2018 we found that the people using the service benefitted from an outstanding caring and well led service. We have rated the service overall outstanding.

This was an announced comprehensive inspection. There were 63 people who used the service and received 'personal care'. The provider was given 48 hours' notice because we wanted to be certain the registered manager and key staff would be available on the day of our inspection.

Excellent leadership and management was demonstrated at the service. The culture was open and inclusive which meant that people received a tailor-made service which was flexible to their needs. People consistently told us how they were treated with exceptional kindness, compassion and respect.

Without exception, people and their relatives were extremely complimentary about their experience of using St Elizabeth Care Agency. They shared with us numerous examples of how their care workers repeatedly went the extra mile to ensure every element of the care provided was correct and how this had impacted positively on their well-being. People described how they trusted and felt safe with their care workers, who knew them well, encouraged them to be independent and consistently protected their privacy and dignity. Everybody we spoke with said that they would highly recommend the service.

The registered manager demonstrated how their robust quality assurance systems had sustained continual development and improvement at the service. They were clear about their expectations relating to how the service should be provided and led by example. They were fully supported by care workers and an office management team that were passionate and committed to delivering high quality person-centred care to people. Morale was extremely high within the service, staff described being proud to work at St Elizabeth Care Agency.

People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People's care records were comprehensive, accurate and reflected the care and support provided.

Systems were in place to minimise the risks to people, including from abuse, and in relation to mobility, nutrition and with accessing the community. Care workers understood their roles and responsibilities in keeping people safe. Where people required assistance to take their medicines arrangements were in place to provide this support safely.

Effective systems had been established to reduce the risks of cross infection.

Recruitment checks were carried out with sufficient numbers of care workers employed. They had the knowledge and skills, through regular supervision and training, to meet people's needs.

The service continued to provide people with a responsive service. People received care that was assessed, planned and delivered to meet their individual needs. People's care records were accurate and reflected the care and support provided. Where required there were systems in place to care for people at the end of their lives.

The service worked in partnership with other agencies. Where care workers had identified concerns in people's wellbeing there were effective systems in place to contact health and social care professionals to make sure people received appropriate care and treatment. Where required, people were safely supported with their dietary needs.

People's feedback was valued and acted on. The service had a robust quality assurance system where shortfalls were independently identified and addressed. As a result, the quality of the service continued to develop.

The five questions we ask about services and what we found