Updated 31 May 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
Consisted of one inspector, one assistant inspector and two experts by experience. An expert by experience is a person who has personal experience of using or caring for older people or someone who uses this type of care service.
Service and service type:
This service is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing. It provides a service to older people, people with a physical or sensory disability, people living with dementia and mental health illness, people with learning disabilities or autistic spectrum disorder and people who may misuse drugs or alcohol.
Not everyone using Eden Country Care Limited receives the regulated activity; 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.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection:
We gave the service 24 hours’ notice of the inspection site visit because the managers are often out of the office, supporting staff or providing care. We needed to be sure that they would be in.
The inspection site visit activity started on 20 February 2019 and ended on 5 March 2019. We visited the office location on both days to see the registered manager and office staff; and to review care records, policies and procedures.
What we did:
Before the inspection: We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about. We assessed the information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection: We reviewed three people’s care records; records of incidents, accidents and complaints; the staff training and supervision records; audits and quality assurance reports. We received comments from six health and social care professionals. We spoke with the registered manager, deputy managers, the marketing manager and nine care staff. We also spoke to 23 people using the service and ten relatives.
The provider sent us further information as requested, following the inspection site visits.