Elsie's Help at Home Limited

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

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.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Accidents and incidents were investigated, and the registered manager met with people and their relatives to discuss any concerns they had. People and relatives told us they could raise any issues they had concerns about. A person told us, “I would ring the office.” A relative said, “Yes, I would phone or email the office.”

Staff told us they were involved in learning from incidents.

All accidents, incidents and complaints were recorded. The registered manager told us they were a small organisation and there had been very few which had been investigated thoroughly. The registered manager told us they would be looking into a system to robustly analyse all accidents, incidents or complaints as their business grew.

People told us they were supported to access other services if they required this support. A relative said, “They have supported when needed.”

The registered manager was able to give us examples of where people had needed other services and how they would support this. They also told us how proud they were when people did so well and no longer needed the support of the service as they had gained their full independence.

Most people using this service were self-referred which meant there was limited involvement. However, staff were knowledgeable about where to refer people to if needed.

Processes were in place to support people to transition into other care services when required.

People and relatives told us they felt safe with the staff who supported them. A person told us, "Yes, definitely. They never give us any reason to worry. They are polite and caring.” A relative said, “Yes, [family member] is safe. They are kind and attentive people. I can see on the app the record of the visit. [Family member] is confident with them. I have met a few of them. They log in and out. Any concerns they follow up.”

Staff understood responsibilities to report concerns. They understood when and how to speak up if they had concerns about abuse. A staff member told us, “I would phone the office and complete an incident form. If I were still concerned, I could look it up and contact CQC or the police.”

Policies and procedures regarding safeguarding and whistle blowing were in place. The registered manager told us staff had full access to policies and procedures through an app on their devices. Staff had received safeguarding training and the registered manager kept an overview of any safeguarding concerns, action taken and outcomes.

People and relatives told us they were fully involved in the delivery of their care and any potential risks to their safety.

The service used a consistent team of staff to support people which meant staff knew people and any risks associated with their care well. The registered manager told us new staff were always introduced to the person they were going to support and would work alongside experienced staff from the person’s team prior to delivering their care. A staff member told us, “We are usually introduced to people or someone comes with us. We get told all of the risks when we are introduced and we have it on our app. We have had catheter care training so we know what risks there are.”

The service had systems in place to assess people and any associated risks. Care plans contained guidance for staff in how to manage risks associated with people’s care and support. Risk assessments were regularly reviewed with people to ensure they remained up to date and effective.

People told us staff were respectful in their environment and any security arrangements were followed.

Staff told us they received training in relation to equipment used in people’s homes such as mobility equipment.

The registered manager completed risk assessments in relation to people’s environment so care could be delivered safely.

People told us there was enough staff to support them and their staff teams were consistent. We received positive feedback about people’s current staff teams and their knowledge. A person told us, “Enough for me. They are late lately due to roadworks. The office rings me and tells me where the carers are.” A relative said. “Yes, there are enough carers. They arrive almost always on time. There have been no missed calls.” People and relatives also commented on staff skills and knowledge. A relative said, "Yes, they know why and how they do things.” Another relative said, “[Staff member] the tornado we call them so efficient. Has huge experience with Alzheimer's which is amazing.”

Staff told us there was enough staff to support people and they were happy with the training they received. A staff member told us, “I do think there is enough staff, this company do not keep asking for extras and shifts vary. We are only asked to cover if people are on holiday. We get travel time and it is enough time. [Registered manager] makes it very clear we stay for whole call.” Another staff member said, “My rota is very manageable. We get travel time and mileage, sometimes with traffic we can get delayed but we let office know and they tell the client.”

The service recruited staff to work with specific people to ensure care delivery was consistent. Care co-ordinators managed rotas to ensure staff were available for people’s calls. We noted in staff meetings staff were encouraged to speak up if they had ideas to make their rotas more efficient. The registered manager had oversight of call monitoring. The registered manager kept an overview of staff training to ensure they were up to date. The registered manager was qualified to deliver face to face training in subjects such as manual handling, first aid and medicines.

People told us staff wore personal protective equipment (PPE) and they were confident staff were aware how to prevent infection. A person told us, “Yes, they wear PPE.”

Staff had received infection prevention control training. A staff member said, “They give us PPE to wear, if a client asks us to wear a mask, we do this too.”

The provider had processes in place in relation to infection prevention control and staff were regularly reminded of the importance of this in spot checks and team meetings.

People and relatives told us they received their medicines safely. A relative told us, “Yes, they support medication. It is given at the right time. I would like to think the carers know what the medication is for. I notify them of any changes.”

Staff told us they received training and had their competency checked to support with medicines. A staff member told us, “We had online training and our competency checked. Everything is on the app and we have to match the tablet on the app which has the dosage and information.”

The service used an electronic system for medicines. This meant office staff could see in live view whether medicines had been administered. The registered manager told us even though they had this live view the staff team were very good at contacting the office if anything related to medicines was not as usual. Medicine records we looked at were administered in line with the prescribers’ instructions and regular audits had been carried out. Where people received PRN (as and when required) medicines there were no protocols in place for staff to follow. This is important to ensure staff know how and when to administer PRN medicines safely. The registered manager told us everyone using the service at present had capacity to understand what these medicines were for and were able to request these when needed. However, they did state they would make sure all PRN medicines had a protocol.