Archived: Eleanor Nursing and Social Care - Redbridge Office

Updated 12 June 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. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by one inspector.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own homes. 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 48 hours’ notice of the inspection visit because we needed to be sure that the provider or registered manager would be in the office to support the inspection. The inspection took place on 28 May 2019.

What we did before inspection:

We reviewed the information we held about the registered provider, including previous notifications and information about any complaints and safeguarding concerns received. A notification is information about important events which the registered provider is required to send to us by law.

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During our inspection:

We spoke with the registered manager and the operations manager. We reviewed a range of records. This included ten people’s care records and multiple medicine records. We looked at five staff files in relation to recruitment and staff supervision records. Multiple records relating to the management of the service and a variety of policies and procedures developed and implemented by the provider were reviewed during and after the inspection.

After the inspection:

We continued to seek clarification from the provider to corroborate evidence found. We looked at training data and quality assurance records. We spoke with one professional who regularly visit the service.

We spoke with nine people using the service and one relative to obtain their views of the service. We also contacted five members of staff on the telephone to ask them questions about their roles and to confirm information we had received about the service during our inspection.

We also sought feedback from the local authority and professionals who work with the service.

Updated 12 June 2019

About the service:

Eleanor Nursing and Social Care - Redbridge Office provides personal care to people living in their own homes. At the time of our visit, they were providing personal care to 120 people.

People’s experience of using this service:

People told us that they were happy with the care and support they received. They felt the service was managed well.

People were protected from the risk of abuse because the provider had taken steps to identify the possibility of abuse and prevent abuse from happening. Staff understood their responsibilities to protect the people in their care.

Individual risks to people had been assessed and recorded in their care plans to keep people safe. Incidents and accidents were documented and reviewed to prevent re-occurrence.

Staff received regular supervision and an annual appraisal. They received a structured induction and training to meet the needs of people they supported. Recruitment processes were safe. There were sufficient numbers of staff to meet people’s needs.

People’s needs had been assessed before they started using the service. Care plans reflected people’s needs and preferences. These were reviewed regularly.

People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service did support this practice.

Staff had a good knowledge of people they supported and respected their privacy and dignity. They promoted people’s independence.

Where people needed assistance taking their medicines, staff helped them accordingly. People were encouraged to have a balanced diet to maintain their health and wellbeing.

People were supported to maintain good health and had access to health care services as needed.

People were aware who they would contact if they were not happy about the service they received. Any complaints were documented along with the actions taken.

The provider sought feedback about the care provided and monitored the service to ensure that care and support were provided in a safe and effective way to meet people’s needs.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

At the last inspection the service was rated Good (report published 23 November 2016).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.