# Elite Care and Support Services *Operated by Elite Care Homes Ltd.* Elite Care and Support Services is a CQC-regulated home-care agency in Birmingham. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Requires improvement | | Safe | Requires improvement | | Effective | Good | | Caring | Good | | Responsive | Good | | Well-led | Requires improvement | Rating published: 12/04/2019 ## Practical info - Postcode: B12 0HG - Registered manager: Matthews, Garry - Local authority: Birmingham - Region: West Midlands - City: Birmingham - Last CQC check: 12/Apr/2019 - 00:00 ## Inspection findings ### Other - Finding - Evidence: The provider worked collaboratively with external agencies including safeguarding authority and community health teams. - Published: 2021-10-30 - Finding - Evidence: The provider was open and co-operative during the inspection and receptive to feedback. - Published: 2021-10-30 - Finding - Evidence: The service had a diverse staffing team with regard for the Equality Act and people's cultural and religious backgrounds. - Published: 2021-10-30 - Finding - Evidence: People were supported to access health and social care professionals promptly, with hospital passports in place. - Published: 2021-10-30 - Finding - Evidence: Staff understood and worked in accordance with the Mental Capacity Act 2005 and DoLS principles. - Published: 2021-10-30 - Finding - Evidence: People were supported to make their own meals, go shopping, and develop independence skills. - Published: 2021-10-30 - Finding - Evidence: Staff were kind, caring and friendly; consistently praised by people and relatives. - Published: 2021-10-30 - **staff_competency** _(critical)_ - Evidence: One member of staff did not know that one person they supported regularly had a diagnosis of epilepsy whilst another member of staff was unaware of a person at risk of self-harm. - Published: 2021-10-30 - **complaints_handling** _(moderate)_ - Evidence: We were also told that no complaints had been received so there were no records available...the provider had not yet routinely sourced feedback by way of surveys or questions. - Published: 2021-10-30 - **communication_with_families** _(moderate)_ - Evidence: Some of the relatives we spoke with were unaware of this change [manager departure]...relatives confirmed that better communication systems were required. - Published: 2021-10-30 - **person_centred_care** _(minor)_ - Evidence: We advised that they needed to avoid a 'blanket approach' as this placed them at risk of compromising person-centred care. - Published: 2021-10-30 - **supervision_appraisal** _(moderate)_ - Evidence: Staff we spoke with confirmed that they received 'regular' supervision and attended staff meetings, but the frequency of these could not be determined because no records were available. - Published: 2021-10-30 - **incident_learning** _(critical)_ - Evidence: Notifiable incidents had not always been reported to CQC as required by law...incidents that had involved the police [were not notified]. - Published: 2021-10-30 - **staffing_levels** _(moderate)_ - Evidence: A relative we spoke with told us that staffing levels at night caused them some concern...a member of night staff walked out and left the service un-staffed. - Published: 2021-10-30 - **medication_management** _(moderate)_ - Evidence: Some people had been assessed as requiring medicines on an 'as required' basis...others did not [have protocols]. Care records did not always reflect people's medicine administration records. - Published: 2021-10-30 - **staff_training** _(moderate)_ - Evidence: Staff we spoke with told us that they felt the training offered to them by the provider required improvement...Training records were not available for us to view. - Published: 2021-10-30 - **care_planning** _(critical)_ - Evidence: The provider had failed to update this information following a review with the GP. This meant staff had very little information concerning this person's seizure history. - Published: 2021-10-30 - **safeguarding** _(critical)_ - Evidence: Records we looked at referred to incidents that should have been raised as safeguarding alerts but instead the provider had reviewed peoples care plans and risk assessments. - Published: 2021-10-30 - **leadership** _(critical)_ - Evidence: There had not been a registered manager in post since June 2017. This is an offence under section 33 of the Health and Social Care Act 2008. - Published: 2021-10-30 - **record_keeping** _(critical)_ - Evidence: A common theme throughout the inspection...was poor record keeping and ineffective quality monitoring systems and processes. - Published: 2021-10-30 - **governance** _(critical)_ - Evidence: Inconsistencies within the provider's quality monitoring practices had failed to identify or remedy the shortfalls we found within the service, which collectively formulated a breach of Regulation 17 - Published: 2021-10-30 - Finding - Evidence: The provider was co-operative during the inspection and working with external agencies including the local safeguarding authority. - Published: 2021-10-30 ### safe - Finding - Safeguarding knowledge and procedures - Published: 2021-10-30 - Finding - Recruitment practices - Published: 2021-10-30 - Finding - Staffing levels - Published: 2021-10-30 - Finding - Medicines management - Published: 2021-10-30 - Finding - Risk management and care records - Published: 2021-10-30 ### well_led - Finding - Management stability and leadership - Published: 2021-10-30 - Finding - Compliance with imposed conditions - Published: 2021-10-30 - Finding - Quality assurance and audit systems - Published: 2021-10-30 ## Source Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1588568404 HomeCare Compass is an independent guide and is not affiliated with the CQC.