Eleanor Nursing & Social Care Ltd - Brent Office

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People's care plans identified their needs and described how care should be delivered to meet identified needs.

People had an initial assessment before they started using the service. Assessments were carried out to determine if the service was suitable for them and had the capacity to meet their needs. Assessments helped provide staff with the information and guidance they needed about people to provide them with safe and responsive care. This included important information about people's medical conditions, health risks, mobility and levels of independence. A relative said, “Very kind and caring staff. The initial assessment was done for their care plan and a manager visited at home.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People's care plans detailed the care they needed based on their identified needs. The provider worked with local social care professionals to ensure support was provided in line with assessed needs.

People received care in line with what mattered to them. The provider accessed best practice information. The provider kept up to date with best practice and the registered manager discussed with people and their relatives the level of support they needed. Care plans included information that was relevant and important to them, as well as their desired outcomes for their support.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once. There was a collaborative approach to planning and coordinating people’s care and treatment.

People and their relatives told us the service worked with other health and social care services to provide ongoing care and treatment. Staff and the management team were aware of how to access advice regarding people’s health needs, such as from GPs or social workers. Staff worked with each other and maintained records to ensure there was continuity and consistency of care for people.

Staff knew whom to contact for advice about people’s health and support needs, such as the person’s GP. A person said, “They always react appropriately if I was unwell. Once they needed to phone an ambulance and I was taken to hospital.” Another person said, “My carer is particularly good. If they noticed a concern like a rash, they will alert my [relative] or the doctor.” A relative described how the service worked with other professionals to support their family member. They said, “Catheter care is good. [Family member] gets a new night bag once a week and the district nurse visits if a new catheter is needed.” Another relative said, “The staff are aware of [family member’s] condition. They once had a seizure and they phoned the ambulance. They are very pro-active and called us straight away. Any sign of a pressure sore and they take a photo to send to the doctor and a district nurse will visit. They would never just leave [family member].”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support. Staff supported people to maintain their health, nutrition and hydration. They helped prepare meals and drinks and reminded them to take their medicines when needed.

Records showed staff supported people with eating, drinking and taking their medicines. Relatives told us staff were important in maximising their family member’s health and wellbeing and supporting them with a balanced diet to maintain their hydration and nutrition. A relative said, “All meals are given, breakfast, heated dinners and a sandwich or pasta salad in the evening plus hot drinks. Snacks like yogurts are also left. The carers are very respectful. They ask consent and explain things when they help her to exercise.”

People’s care records contained information about any long term health conditions people had. Staff or relatives supported people to attend health appointments, depending on the agreement set out between the person and the service. A relative said, “The office staff are helpful and friendly. They can be contacted if we need to let them know about appointments.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Relatives felt the service benefitted their family members and helped them in their day to day lives. A person said, “Carers are all well trained, good at their job, excellent, also very good company and understand my needs. They react appropriately if I need help or I am unwell.”

People were supported to maintain their care routines and maximise their health, independence and wellbeing. Staff told us they monitored people’s health to ensure they received positive outcomes and a good quality of life. A relative said, “They have been very responsive.”

The provider informed people about their rights around consent and respected these when delivering person-centred care and treatment. Staff told us they asked for people's consent at all times before providing them with support. People’s capacity to make decisions about their care was assessed. Staff were knowledgeable of the Mental Capacity Act (MCA) and what processes to follow should they feel a person’s capacity to consent to their care had declined. A staff member said, “I apply the MCA knowledge. I respect people’s decisions where they have capacity. We can also do things in their best interest but in the least restrictive way.”

People’s choices and decisions were respected. Relatives told us their family members were asked for their consent by staff in relation to the care and support they received. They were involved in planning their care. People and their relatives were involved in care decisions and staff respected their wishes. A person confirmed, “My care plan is on the table and on their phones. The carers always ask my consent before any personal care like a wash. They are very gentle.”