27 October 2022
During an inspection looking at part of the service
Enterprise Care Support Limited is a domiciliary care agency providing personal care to older people living in their own homes. At the time of our inspection 70 people were receiving personal care at home from this provider. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
People using the service and their relatives told us they were satisfied with the overall standard of care and support they received from this home care agency. People typically described staff as “kind”. One person said, “They’re very kind and are doing what they are supposed to. I’m happy with the service I receive, and I’d give them ten out of ten.” A relative added, “They [staff] know how to do a good job and have the skills to do what my [family member] needs. Overall, I’m quite pleased with the level of care provided.”
At our last inspection we found the provider had failed to always ensure people were not placed at risk of harm because of the way they supervised and supported staff, managed complaints, operated their governance systems, coordinated and monitored staffing, and maintained medicine’s records.
At this inspection we saw enough improvement had been made by the provider in relation to the way they now supervised and supported staff, managed complaints, operated their governance systems, coordinated staffs scheduled call visits and monitored their time keeping, and maintained medicine’s records.
People were kept safe and protected against the risk of avoidable harm and abuse. People received consistently good-quality and safe personal care from the same group of staff who were familiar with their needs and preferences. The fitness and suitability of staff to work in adult social care had been thoroughly assessed as part of the providers robust recruitment procedures. Staff followed current best practice guidelines regarding the prevention and control of infection, including those associated with COVID-19. People continued to receive their prescribed medicines as and when they should.
Staff had the right mix of knowledge and skills to deliver good-quality, safe care. People's care plans were person-centred, which helped staff provide them with the individualised care at home they needed. Staff ensured they communicated and shared information with people in a way they could easily understand. People were encouraged to make decisions about the care and support they received at home and staff respected their informed choices. Where appropriate, people's end of life wishes, and contacts were known and recorded for staff to refer to.
People were all complimentary about the way the registered manager and office-based staff ran the service, and how approachable they were. The managers promoted an open and inclusive culture which sought the views of people, their relatives and staff. The provider worked in close partnership with other health and social care professionals and agencies to plan and deliver people's packages of care at home.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 24 May 2022) and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the key questions safe, responsive and well-led which contain those requirements.
For the key question caring, which was not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
At our last inspection the key question of effective was rated good. We have not changed the rating as we have not looked at all of the effective key question at this inspection. The purpose of this inspection was to check if the provider had addressed a concern, we had about staff support. We will assess the whole key question at the next comprehensive inspection of the service.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Enterprise Care Support Limited on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect. If we receive any concerning information, we may inspect sooner.