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Inspection carried out on 28 May 2021

During a routine inspection

About the service

Eleos Homecare Limited is a domiciliary care service providing personal care to people living in their own homes. At the time of this inspection, 27 people were using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People praised the staff for their care and kindness. Staff were friendly and engaging. People received very personalised care from staff who knew how to support each person in the way they preferred. The service was run in the best interests of the people who used it.

Staff made sure people were treated with dignity and respect, and their independence was promoted. People were fully involved in the arrangements about their care service and their decisions were respected. The provider/manager and staff had a very good working relationship with other care professionals for the benefit of the people who used the service.

The service was safe. Risks to people’s health and safety were managed without compromising their independence. Medicines were managed in a safe way.

There were enough staff to make sure people received care and support whenever they needed it. Staff were trained and supported to carry out their job safely.

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

People, relatives and care professionals said the service was well-run and praised the management style as friendly, helpful and approachable. They had information about how to raise issues and were confident about discussing anything with the management team.

Staff were happy in roles and said the provider/registered manager was encouraging and supportive.

The provider/registered manager was committed to continuous improvement of the service.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 24 October 2018) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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

Inspection carried out on 22 July 2019

During a routine inspection

About the service

Eleos Homecare provides personal care to people who live in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of this inspection, the service provided personal care to 32 people.

People’s experience of using this service and what we found

The service was not always well led. Effective systems were not fully in place to monitor the quality and running of the service. The registered manager was also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Safe recruitment procedures had not been followed. Recruitment checks had not been carried out for nine staff before they commenced work. The registered manager/provider took immediate action once this was brought to their attention during the inspection.

Risk assessments and care plans varied in the amount of detail they contained. Married couples who were both receiving a regulated activity did not have their own individual care plan or risk assessment specific to their needs. Environmental risk assessments were in place.

We did not identify any impact of these omissions and shortfalls upon people's health, safety and wellbeing. People and their relatives were complimentary of the service.

People told us they felt safe and there were safeguarding policies and procedures in place. Staff were knowledgeable about the actions they would take to safeguard people and told us they would be confident to raise concerns.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff felt supported by the registered manager/provider and received specific training to help them meet the needs of people. However, there were some gaps in the training delivered to staff which the registered manager/provider had deemed mandatory. Staff supported people to ensure their dietary needs were met.

Care records did not always contain clear information to guide staff in the actions to take when providing support to people. Records did not always demonstrate people were involved in the planning of their care and some documents were blank. People and their relatives were encouraged to share their feedback about the care they received.

Staff treated people in a dignified manner and people and their relatives told us staff were caring, supportive and kind. Staff told us they felt supported by the registered manager/provider and received regular supervision.

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

Rating at the last inspection

This service was registered with us on 23/07/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on our inspection programme.

Enforcement

We have identified two breaches of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 relating to fit and proper persons employed and good governance.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.