During an assessment under our new approach
Date of Assessment: 29 April 2025.
Eleanor Nursing and Social Care Ltd - Pantiles House is a service that provides care and support to people living in specialist 'extra care' housing. Extra care housing provides people with their own self-contained accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. The Care Quality Commission (CQC) does not regulate premises used for extra care housing.
At the time of this inspection 10 older people who received personal care and support were living in this extra care housing scheme. Not everyone who used the service received personal care. CQC onlyinspects where people receive personal care.
The service was registered with us on 22 July 2024 and this is their first inspection since being taken over as a new provider. The last rating for the service under the previous provider was good [published 7 June 2022].
This inspection was conducted by 2 CQC Adult Social Care inspectors and was announced.
We looked at all 5 key questions, Is the service safe, effective, caring, responsive and well-led? Based on the findings of this schemes inaugural CQC inspection we have rated them good overall.
However, we also found a few issues that needed improving which we discussed with the managers at the time of this inspection. This included people not always being supported to plan for important life changes, such as the end of their life. The managers acknowledged the issue and agreed to take appropriate action to ask people about their end of life care wishes and record the outcome of those discussions. In addition, information about people’s communication needs was not always identified and included in their care plan and nor were people always offered information in formats that were tailored to meet their preferred method of communication. The managers also agreed to take appropriate steps to address these communication issues.
These issues described above notwithstanding, the service supported people to stay safe. Staff understood and managed risk well. The environment was clean and a comfortable place for people to live. Staff recruitment practices were safe. There were enough staff with the right levels of knowledge, skills, and experience to safely meet people’s needs. Staff understood their roles and responsibilities. Staff were valued and supported with their learning and development, as well as wellbeing. Managers ensured staff received all the relevant and update training and supported they needed to perform their roles and responsibilities well. Infection risks were managed well. Staff also managed medicines safely.
People were involved in assessments of their needs. They monitored people’s health to support healthy living. Staff made sure people understood their care and support needs which enabled them to give informed consent. Staff involved those important to people to make decisions in people’s best interests where they did not have capacity.
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The service supported staff wellbeing.
People were involved in decisions about their care. People knew how to give feedback and were confident the service took it seriously and acted on it. People received fair and equal care and treatment.
The management of the service was consistent and stable. Managers were visible, knowledgeable and supportive of staff. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Managers and staff had a shared vision and culture based on listening, learning and trust. Governance systems were operated effectively. Managers investigated incidents thoroughly. Records well-maintained and managed. The service had a good learning culture of improvement and inclusivity which had led to people experiencing positive outcomes. People knew how to speak up and were confident the service took their feedback seriously and acted upon it. Managers and staff worked in partnership with external health and social care professionals and bodies to deliver the best possible care and support to people.