Archived: Eagle Care

People’s experience of using this service:

Risks to people had not been fully assessed. We found missing information and errors in recording.

Medicines were not managed safely, and people could not be assured that they would receive their medicines in line with their prescription.

Recruitment checks were inconsistent, this meant the provider could not be sure staff were fit for the role.

Accidents and incidents had not been managed in line with company policy and procedure. A serious incident highlighted failure in the management of accidents and incidents. There was limited evidence in learning when things had gone wrong. The manager understood their responsibility regarding safeguarding and reporting concerns.

There was inconsistency in staff training and induction. The lack of training schedules and training certificates meant that the provider did not have oversight of when training renewals were due.

One person had not been cared for or well supported during a serious incident. Other people told us staff were kind and caring and their dignity was respected and maintained. Personal information was stored securely.

Staff were often late, this had not been well managed by the provider who had failed to monitor time keeping and attendance of staff effectively. People were not consulted on changes in their visit schedule.

The provider had not maintained oversight of the safety and quality of the service. During the inspection on 2 May 2019 the provider informed us there was no governance structure in place to support the service and they were exploring outsourcing this support.

People had been involved in the planning of their care and support and their choices were supported. However, they were not asked for feedback on their satisfaction of the service. Information could be made available in different formats where needed such as large print or easy read.

People told us their complaints or concerns were responded to. One person found the provider approachable and was confident that if they raised concerns they would be dealt with. The provider had not logged or monitored complaints for patterns in line with internal policy and procedure.

Staff had access to personal protective equipment (PPE) to prevent the spread of infection. People told us they felt safe with staff.

Rating at last inspection: This was a new service that had not yet been rated.

Why we inspected: This was a first inspection brought forward due to information of risk.

Enforcement: The provider was in breach of five regulations of the Health and Social Care Act 2008 (Regulated activities) Regulations 2014 and one regulation of Care Quality Commission (Registration) Regulations 2009.

The overall rating for this service is ‘Inadequate’ and the service is therefore in special measures. Services in special measures will be kept under review and, if we have not taken immediate action to propose to cancel the provider's registration of the service, will be inspected again within six months. The expectation is that providers found to have been providing inadequate care should have made significant improvements within this timeframe.

If not enough improvement is made within this timeframe so that there is still a rating of inadequate for any key question or overall, we will take action in line with our enforcement procedures to begin the process of preventing the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration within six months if they do not improve.

Where necessary, another inspection will be conducted within a further six months, and if there is not enough improvement so there is still a rating of inadequate for any key question or overall, we will take action to prevent the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration.

For adult social care services, the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it and it is no longer rated as

inadequate for any of the five key questions it will no longer be in special measures.

Follow up: The provider cancelled their registration, therefore will not continue to carry out regulated activity.

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