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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 6 December 2017

The inspection was announced and took place on 9, 10 and 11 October 2017.

This service was previously in operation at a different address. This is the first inspection from this address and under the current methodology.

Eden Care Services Limited provides personal care and support to people living in their own homes. They operate from premises located in Macclesfield town centre.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

This inspection focussed on the domiciliary care provided by Eden Care Services. At the time of the inspection the service offered support to 88 people, however only 79 people were in receipt of the regulated activity ‘personal care’.

Risk assessments were not detailed and did not always contain sufficient information to ensure that the risks to people using the service were minimised. There were not always clear plans to instruct what action staff should take to reduce the risks to people receiving a service. However, we saw that care staff often liaised with office staff and the relevant professionals where concerns were noted. The registered manager agreed to review the risk assessments.

There were sufficient staff to complete the scheduled visits for each person and people told us that they had not had any missed calls. They told us that generally staff arrived on time and they were contacted if there were going to be any delays. Visit times were recorded in the daily records and these were checked by the keyworkers. People knew to contact the office with any problems. No concerns had been made to the provider about missed calls.

Arrangements were in place to protect people from the risk of abuse. We spoke to staff about their understanding of safeguarding and they were able to describe what action to take if they suspected that someone was at risk of abuse or they saw signs of abuse. People using the service reported that they felt safe and their relatives told us that they were confident that their family members were safe and supported by the staff of Eden Care Services.

We looked at recruitment files for the most recently appointed staff members to check that effective recruitment procedures had been completed. We found that appropriate checks had been made to ensure that they were suitable to work with vulnerable adults.

The care files that we looked at contained the detailed relevant information that staff needed to care for the person including their preferences. It was clear through discussions with staff that they knew the people they were supporting well and they were able to provide consistent care to people and build up positive relationships.

Discussions with staff members identified that they felt happy and supported in their roles. They told us that the registered manager was supportive and they felt that they could contact her and the office staff at any time.

The service had a quality assurance system in place, however not all these checks were recorded, such as medication audits. The registered manager devised a form to capture these checks during the course of our inspection. The registered manager also sought feedback from the people who used the service via monthly face to face checks carried out by keyworkers and spot checks were carried out on staff to ensure standards of care were maintained.

Inspection areas

Safe

Requires improvement

Updated 6 December 2017

The service was not always safe.

Risk assessments were not specific enough and it was not always clear what actions staff were taking to minimise the risks to people. They were not dated and sometimes included contradictory information.

Staff were aware of their responsibilities to protect people from the risk of abuse. People using the service and their relatives told us that they felt safe and secure when staff visited them in their own home.

Recruitment records demonstrated there were systems in place to help ensure staff employed at service were suitable to work with vulnerable people.

Effective

Good

Updated 6 December 2017

The service was effective.

People told us that they felt well cared for and they had no concerns about staff knowledge and skills.

Records showed that staff had received induction when they began working for the service and they were able to access support and training to build upon their knowledge and skills.

Detailed daily records were kept that monitored any changes to people’s health and wellbeing and there was good communication between care and office staff to ensure that any changes were noted and relevant action taken.

Caring

Good

Updated 6 December 2017

The service was caring.

The people that were using the service and their relatives told us that the staff were kind and caring.

People generally received continuity of care as the registered manager tried to ensure that people carried out the same visits each week. People felt that staff who knew them, their needs and preferences well.

Responsive

Good

Updated 6 December 2017

The service was responsive.

Task sheets were person centred and provided detailed guidance for staff to be able to support people in their care to meet their individual needs.

Detailed notes were taken of all visits carried out in the home and care staff reported any changes to office staff, who recorded and took prompt action involving other professionals where required.

The provider had a complaints policy and processes were in place to record any complaints received and everyone we spoke to knew how to complain.

Well-led

Good

Updated 6 December 2017

The service was well-led.

The provider had a quality assurance system in place which used various checks and audit tools to monitor and review practices within the service. This included the use of quality checks and reviews of care plans; however some of the checks were not recorded such as medication audits. Spot checks of staff were regularly carried out to ensure that standards of care were maintained.

Regular team meetings were held and staff were updated through weekly newsletters of any changes with individual people or legislation and policies.