Background to this inspection
Updated
21 August 2021
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. We checked 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 undertaken by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living at home.
The service had a manager registered with the Care Quality Commission. This means they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. However, this registered manager had recently left the service. A new manager was in post and intended to apply to register.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the provider or manager would be available to support the inspection.
Inspection activity started on 9 June 2021 and ended on 22 June 2021. We visited the office location on 9 June 2021.
What we did before inspection
We reviewed information we had received about the service since registration. We sought feedback from the local authority. We used the information the provider sent us in the provider information return. 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. We used all this information to plan our inspection.
During the inspection
We spoke with four people who used the service and three relatives about their experience of the care provided. We spoke with seven members of staff including the manager, one of the office staff and care staff.
We reviewed a range of records. This included three people’s care records and medication records, four staff files in relation to recruitment and staff supervision, and a variety of records relating to the management of the service, including policies and procedures.
Updated
21 August 2021
About the service
Eleanor Nursing and Social Care Limited - Bournemouth Office is a domiciliary care service providing personal care to people at home. Not everyone who uses the service receives 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.
There were 52 people receiving personal care at the time of the inspection.
People’s experience of using this service and what we found
People were happy with their care and indicated they felt safe with their care staff. The manager and staff had the skills they needed to work safely and effectively. They understood their responsibilities for helping keep people safe from abuse and avoidable harm. Recruitment checks ensured staff were suitable to work in care.
People received care tailored to their needs and preferences from a small team of regular staff, whom they and their relatives described as kind, thoughtful and caring. Staff respected people’s privacy and dignity. People were asked at assessment about their preferences for staff of a particular gender.
Staff had a good understanding of what their role required. They had the training and support they needed to perform their roles well.
People and relatives said they felt involved in decisions about care and that they were kept informed. 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 followed thorough hygiene precautions, including hand hygiene, wearing personal protective equipment (PPE) and taking part in a regular coronavirus testing programme. Where the service supported people with their prescribed medicines, this was managed safely.
People and relatives expressed confidence in the way the service was run. Likewise, staff were confident in the new management team. The provider and new manager had good oversight of the service, had worked to bring about improvements in a short time and had identified further priorities.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Rating at last inspection
This service was registered with us on 28 May 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date the service was registered with us.
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.