Background to this inspection
Updated
20 July 2023
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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by 1 inspector.
Service and service type
Eleanor Nursing and Social Care is a domiciliary care agency which provides personal care to people living in their own houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
The provider was given 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the service to support the inspection.
What we did before the inspection
We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.
During the inspection
We spoke with the registered manager and the area manager, also with the HR co-ordinator. We reviewed a range of records. This included 6 people’s care plans and risk assessments, 6 peoples medicine administration records (MAR charts), 6 recruitment records and 2 quality audits. We also checked the providers had key policies and procedures in place to help guide Staffs. We spoke with 10 people who used the service and 3 family members about their experience of the care provided. We also received feedback about the service from 10 members of staff including the registered manager, care staff.
Updated
20 July 2023
About the service
Eleanor Nursing and Social Care is a domiciliary care agency providing personal care and support to people living in their own homes. The service is registered to support with a broad range of physical, mental health, learning disability needs and older people with dementia. 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 the inspection there were 67 people receiving a service that is regulated by CQC.
People's experience of using this service and what we found
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
Right Support:
People told us, staff supported them to have the maximum possible choice, control and independent which enable people to take control over their own lives. People and relatives told us, that they felt there were enough staff working at the service, which met people's individual needs.
The provider ensured that staff were recruited safely and had the right skill mix to support people who used the service. Staff supported people with their medicines and promoted people’s independence as much as possible. The service also took measures to help prevent the spread of infections.
Most people told us that their care was delivered on time, and they had no concerns with staff calls. We reviewed the monitoring call systems, which showed some late calls were recorded and some staff were leaving before their allocated time was up. However, the registered manager was able to provide evidence that appropriate action was taken for staff lateness and that people instructed the office that once their care was completed staff was to leave. People support plans were update and the local authority were informed.
Right Care:
Staff understood people’s cultural and spiritual needs. People spoke positively about the service and told us that they were treated with kindness and their privacy was respected.
People's care plans and risk assessments were reviewed and updated. We found that plans were written in a person-centred way that people understood. Staff understood and were able to demonstrate how to protect people from poor care and abuse.
Right Culture:
People told us that they felt inclusive and empowered because of the attitudes and behaviours of the management and staffs. People felt that they received good quality care and support, as staff were trained to meet people’s needs and wishes. During the inspection we identified that not all office staff understood the correct terminology when talking about people support needs. We recommend the provider review their current communicate training.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
We last inspected this service on 20 May 2021 where it was rated overall good. (Published 16 June 2021).
Why we inspected
This inspection was prompted by a review of the information we held about this service.
You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Eleanor Nursing and Social Care on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.