A care provider has been slammed with a 'requires improvement' rating four years after being told they were 'outstanding'.

Elegant Care Services is a home care provider registered at St Andrews Crescent in Windsor that supports people so they can live in their own homes as independently as possible.

The service provides support to people with dementia, learning disabilities or autistic spectrum disorder, mental health, physical disability and sensory impairment, as well as younger adults, older people and children aged 13 to 18.

Following several concerns including people's safety from abuse, CQC chose to reinspect the care provider on November 13 and 15, 2023, 

The report, published on February 15 states that they require improvement in all categories.

It read: "People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible.

"The policies and systems in the service did not always support good practice and needed improving."

The CQC found that plans were not in place for when service users experienced distress and "staff did not demonstrate they had the knowledge and understanding they did everything they could to avoid restraining people".

The records identified that three people were occasionally restrained by three members of staff.

Incidents were not investigated to ensure lessons were learnt and medicine record-keeping needed improvement. 

In one instance medication was routinely given to a service user to calm them, with no evidence of alternative methods or discussions.

Despite this, it was noted that staff communicated with service users to effectively meet their needs and help them have a fulfilling and meaningful everyday life.

The report added: "Staff supported people to take part in activities and pursue their interests in their local area."

In general, the system and processes indicated that "people were safeguarded from abuse and avoidable harm".

Relatives were positive about the staff and the level of care they provided, with service users describing staff as "kind and helpful". 

The report went on to say: "The provider needed to make improvements to ensure they followed current guidance and legal framework regarding people's liberty deprivation, seeking consent and keeping associated records."

Issues with record keeping and auditing have also been raised.

The CQC has requested an action plan from Elegant Care Services as to next steps to improve.

A spokesperson for Elegant Care Services said they have acted "promptly and decisively" by seeking help from an independent consultancy to implement an action plan.

"We are committed to making the necessary changes to ensure compliance in all regulatory requirements is met. 

"Elegant Care Services is dedicated to the continuous improvement of our care provision. We are committed to learning from this experience and emerging as a stronger, more resilient organisation that upholds the trust placed in us by providing safe, effective, and compassionate care to our community.

"We would like to thank our service users, their families, and the community for their patience and support as we undertake these necessary improvements."