Eleanor Nursing & Social Care Ltd - Greenwich Branch

Updated 9 April 2026

Assessment activity started on 17 April 2026 and ended on 7 July 2026. Eleanor Nursing Social Care Ltd - Greenwich Branch is a domiciliary care agency registered to provide personal care. It provides personal care and support to people living in their own homes including older people, people living with dementia, young people and people with learning and physical disabilities. At the time of the inspection, 235 people were using the service. There was a registered manager in post at the time of this assessment.

CQC only inspects the service 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.

We assessed all the quality statements from the safe, effective, caring, responsive and well-led key questions. The overall rating for the service is requires improvement. This service was registered with us on 22 January 2024, and this is their first assessment. We also assessed the care provision under Right Support, Right Care, Right Culture, as some people with a learning disability and autistic people were using the service.

We found 3 breaches of regulation in relation to dignity and respect, safe and effective staffing and good governance. Staff were not always effectively deployed. People experienced some inconsistencies with staffing and were not always treated with dignity and respect. Systems of governance were in place, but some aspects of governance were ineffective. We found the service was taking actions to address these concerns; however, improvement was still needed. We have asked the provider for an action plan in response to the concerns found at this assessment.

Notwithstanding the issues we found, we identified areas of good practice. There were procedures to respond to safeguarding and incidents. Lessons learnt were used as opportunities to improve the quality of service. Assessments were carried out to ensure people's needs could be met. Risks were identified and risk assessments were in place to manage these safely. Staff felt supported and received regular training and supervision. Staff followed appropriate infection control practices. A complaints procedure was in place. The service worked in partnership with healthcare professionals. People had access to access to a range of healthcare services when needed. The service received positive feedback from healthcare professionals that worked with the service.

Updated 9 April 2026

We received mixed feedback from people and relatives about the quality of care they received from the service. Some people and relatives told us they did not always feel staff were kind and caring and there were concerns in relation to timekeeping and consistency with staffing. A relative told us, “When the regular carer is not here, we get four different carers. When they’re on holiday, it is a problem. Every time, I have to explain; they’re different carers and they don’t know how to treat [person].”

Despite these concerns, we also received positive feedback about the service. People and relatives told us they felt safe using the service and had access to healthcare professionals when they needed them. People were supported with their medicines and to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were involved in decisions about their care. People and relatives were asked for their feedback about the service. People told us staff and the registered manager were approachable and available when needed. A relative told us, “[Person] likes the carers, they are very nice people. They chat to [person], have a laugh together. Lovely atmosphere with them. 10 out of 10.”