Edyn Care Head Office

People’s experience of using this service

Feedback from people using the service and their relatives was positive about the care and support they received from carers. They told us they felt safe in the presence of carers and there were no concerns about their safety. The provider worked with partner agencies to investigate any safeguarding concerns and used these as a way to learn and improve how they delivered care to people.

There were robust recruitment procedures in place which meant that people were cared for by carers who were vetted properly. Carers were given adequate breaks whilst living with people.

People were supported to take their medicines from carers who had been given the relevant training. Risks to people were identified and the assessments which looked at how the risk could be managed were reviewed on a regular basis. We have made a recommendation to the provider to consider using standard assessment tools to support any judgement relating to risk.

The provider had robust procedures in place for the management of COVID-19. Carers were supplied with adequate personal protective equipment and were subject to regular testing.

Carers received a through induction and ongoing training which meant they were competent to carry out their duties. They were also subject to regular spot checks and supervision to monitor their competency and to give them an opportunity to provide feedback.

The service was well-led. There was a culture of improving through learning. The registered manager was aware of her regulatory responsibilities and encouraged feedback from people, relatives and carers. Robust quality assurance checks were in place which identified any areas of improvement, the provider had an ongoing improvement plan which helped to ensure a good quality of service to people.

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 good (published 4 April 2019).

Why we inspected

We received some concerns in relation to the management of the service. As a result, we undertook a focused inspection to review the key questions of Safe and Well-led only.

We also used a targeted approach to look at specific concerns we had about staff training and support under the Key Question of Effective. As we only looked at part of Effective, we have not changed the rating from the previous inspection for this Key Question.

We reviewed all the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for the key questions of Effective, Caring and Responsive were used in calculating the overall rating at this inspection.

Follow up

We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

¿ Edyn Care Head Office is a domiciliary care service providing care and support to people in their own homes. At the time of the inspection there were seven people receiving personal care support.

People’s experience of using this service:

¿ People and their relatives were happy with the care and support they and their family members received from the service. They said they were treated with respect.

¿ The service provided a person centred service and compassionate care. The minimum call time was two hours, this meant that people and care workers were able to establish close, personal relationships and care was not rushed.

¿ The provider empowered people by offering them a choice of care workers. Care workers profiles were used and provided to people and their relatives and they were able to choose their care workers based on mutual interests from the information provided.

¿ People told us they felt safe from harm. Risks to people were assessed and minimised so they were kept as safe as possible.

¿ People were supported in relation to their medicines, health and their dietary needs. Appropriate care records were kept which people and their relatives were able to access electronically. This helped to ensure people were being supported in a manner that met their wishes and needs.

¿ Provider used technology as a core component of how it delivered its service. Technology underpinned many of the process used from recruitment of staff, assessment of people’s needs, care planning and ongoing monitoring of the service.

¿ Staff received training that met people’s needs and regular supervision.

¿ Complaints that had been received were investigated and action taken to the satisfaction of the complainant.

¿ Feedback from people and their relatives was that the service was well-led.

¿ There were clear company values and ethos based which were understood by people, relatives and staff.

¿ The service met the characteristics for a rating of “Good” in all the key questions we inspected. Therefore, our overall rating for the service after this inspection was “Good”.

¿ More information is in our full report.

Rating at last inspection:

¿ This was the first inspection of the service since it had registered with the Care Quality Commission in August 2018.

Why we inspected:

¿ This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

Follow up:

¿ We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates a per our re-inspection plan.