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Eboney Home Care Limited Good

Inspection Summary


Overall summary & rating

Good

Updated 29 December 2018

This service is a domiciliary care agency. It provides personal care to people living in their own home. CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. When we inspected there were 23 people receiving personal care. This inspection took place between 24 October and 29 October 2018.

At the last inspection in June 2016 the service was rated Good. At this inspection we found the service had made significant improvements and we rated them as Outstanding in tone domain, namely Caring.

The service had a registered manager. 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. The provider and the registered manager displayed their passion and commitment to the service, the people who used the service and their relatives.

People and relatives we spoke with praised the staff for the kind, compassionate and caring attention they provided. The service had built warm and open relationships with relatives which had had engendered their trust, and meant whenever possible each person had a team of carers built around them including the service and their family. Relatives valued highly the levels of communication between them and the staff. They felt better informed and able to respond to any emerging concerns.

Staff had spent time getting to know people well and were able to anticipate if people needed additional support. They were alert to possible changes which may have suggested a person was becoming unwell.

The service had a ‘can-do’ culture. This included problem solving when a person needed additional support. Everyone in the service was proud of how they had with the assistance of a relative responded to extreme winter conditions and got to everyone who needed a service.

There were many examples of staff being exceptionally caring from supporting special family occasions to involving the police when people were at immediate risk.

People who used the service were kept safe by a provider who had systems in place to ensure people received person-centred care based on their assessed needs and risks. Assessments which were carried out were used to develop care plans. Care plans documented the outcomes people wanted and how these were to be achieved. These were reviewed and changes made if a person’s needs changed.

The provider and the manager understood how to meet the regulatory requirements. They had continued to develop the service and look for opportunities which made a difference to people’s lives. Lessons had been learnt by the service and these were described in a CQC publication called, “Driving Improvement” published in June 2018.

The service liaised with commissioning authorities to meet people’s needs and enhance the quality of the lives of people who used the service. People were supported towards the end of their lives and their wishes were respected.

Staff felt they had support from the office staff and the management team. They described to us having confidence to contact the office or the managers directly to discuss safeguarding and other concerns. During our inspection we observed staff carrying out tasks to support people in the community.

The numbers of staff employed in the service was monitored by the registered manager and recruitment processes were carried out when necessary. Pre-employment checks were carried out before staff could start working in the service. Staff underwent an induction and they confirmed to us they received annual training updates. They were also supported through the use of supervision meetings with the registered manager and annual appraisal

Inspection areas

Safe

Good

Updated 29 December 2018

The service provided safe care.

People were provided with safe care by staff who knew and understood risks and took actions to mitigate them.

People�s medicines were safely administered.

Staff were trained in how to safeguard people.

Effective

Good

Updated 29 December 2018

The service was effective.

Staff supported people to maintain good health.

The service obtained people's consent to provide their care which also included specific permission for staff to administer their medicines.

A staff training plan was in place and staff confirmed they were well supported with training to meet people's needs.

Caring

Outstanding

Updated 29 December 2018

The care provided by staff was outstanding.

People and their relatives held the service in high regard and valued the care they provided. Staff knew what people liked and successfully worked to promote people's well-being and comfort.

The service worked closely with relatives to care for the family members. This resulted in everyone benefitting from the caring nature of the staff.

There were many examples of an exceptionally caring service.

Responsive

Good

Updated 29 December 2018

The service was responsive.

People's care plans reflected their needs and provided accurate guidance to staff on how people's needs should be met.

The provider had a complaints policy and treated any complaint as a serious matter.

End of life care was provided and people's wishes about how they wished to spend their time towards the end of their life were respected.

Well-led

Good

Updated 29 December 2018

The service was well led.

The provider and the registered manager were committed to continuously learning and improving their service. They were highly responsive to feedback.

There was a 'can-do' culture in the service resulting in resources being sourced for people and their wishes being carried out. Relatives were relieved at the flexibility of the service to respond to people's needs.

The service took an integrated approach and worked closely with relatives to develop a team around each person. Managers were open, honest and transparent and had agreed to share how they had improved their rating in a CQC publication, 'Driving Improvement' published in June 2018.