Archived: The Elms

Currently the service is registered with CQC under the name of ‘The Elms’ at the previous service address in Redruth. The service has subsequently relocated to St. Austell and has submitted the appropriate registration application to relocate the service and will re-register under the service name of Karrek Community CIC. This name will be used throughout the report.

Karrek Community Interest Company (CIC) is a not for profit domiciliary care agency that provides care and support to people in their own homes. The service provides help to people with physical disabilities and learning disabilities with care and support needs in Cornwall. The service provides a combination of short and longer support visits to support people with personal care, to help people get up in the morning, go to bed at night, support with meals and support to access social activities in the community. At the time of our inspection 15 people were receiving a personal care service. The services were funded either by Cornwall Council or NHS funding.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

In addition to the registered manager, there was also an operations manager, team manager and a part-time development manager. The provider was also actively involved in the running of the service. Twenty-two support staff worked for the organisation.

The provider told us Karrek Community CIC was a community care organisation with a Christian faith perspective. The provider told us, “Karrek is inclusive by nature, so we would support anyone from any faith but we have a Christian ethos and approximately 60% of the people we support also share this ethos.”

People received care and support from care staff they felt safe with. Care staff understood their roles and responsibilities and knew how to raise any safeguarding concerns. Risks were assessed and individual plans put in place to protect people from harm. There were enough skilled and experienced care staff to meet people’s needs.

The provider carried out employment checks on care staff before they worked with people to assess their suitability. The service was effective because staff had been trained to meet people’s needs. Staff received supervision and appraisal aimed at improving the care and support they provided. People were supported to maintain their independence. Staff understood their roles and responsibilities in supporting people to make their own choices and decisions.

People received a caring and compassionate service. Care staff took time to listen and talk to people, they were described as “very kind” and “They genuinely care about the people they support.” A relative of a person who received a service told us, “We are delighted to have been able to use them and have nothing but praise for the care and support they provide. [Person’s name] isn’t the easiest person due to their challenging behaviour and they do a great job with [them].”

People were involved in planning the care and support they received. Staff protected people’s confidentiality and need for privacy.

The service responded to people’s needs and the care and support provided was personalised. Staff providing care and support were familiar to people and knew them well. The provider encouraged people to provide regular feedback on the service received. This was primarily done in person as well as during any care planning reviews.

People received a service that was well-led because the registered manager and other senior staff provided good leadership and management. The vision and values of the service were communicated and understood by staff.

There were effective quality assurance systems in place to help ensure any areas for improvement were identified and action taken to continuously improve the quality of the service provided. People told us they were regularly asked for their views about the quality of the service they received. There was a complaints procedure in place and the provider had responded appropriately to complaints.

Staff understood their roles and responsibilities. The quality of service people received was continually monitored and any areas needing improvement identified and addressed. Staff commented positively about the service, “A lot of the current staff group have come across from another service provider when Karrek took over. It’s been a good move” and “They are a great company to work for, very supportive.”