Eden Care Services Limited

Updated 24 January 2024

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

The inspection was undertaken by 2 inspectors 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 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

We gave the service 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 office to support the inspection.

Inspection activity started on 24 November 2023 and ended on 11 December 2023. We visited the location’s office on 27 and 28 November 2023.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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. We used all this information to plan our inspection.

During the inspection

We spoke with 8 people who used the service and 6 of their relatives. We spoke with 7 members of staff including the registered manager, director, a care coordinator and care staff. We reviewed 6 people’s care plans and 15 people’s medicines records. We reviewed 3 staff files in relation to recruitment. We reviewed a range of records relating to the management of the service including audits, quality monitoring and policies and procedures.

Updated 24 January 2024

About the service

Eden Care Services is a domiciliary care service, providing the regulated activity of personal care. The service provides support to older adults, people with physical disabilities and people living with dementia. At the time of our inspection there were 89 people using the service.

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

Medicines were not always managed safely. Records relating to medicines were often incomplete or did not include the necessary information to keep people safe. The medicines audit was not robust or effective in identifying issues relating to medicines. People and their relatives were not always provided opportunity to give feedback on the service they received. We made a recommendation about this.

Risks relating to people’s individual health needs were in place, but these required more detail to keep people safe. People spoke positively of the staff approach and received care from consistent and familiar staff. Staff were recruited to the service safely and people were safeguarded from the risk of abuse.

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.

There was a positive culture at the service, and staff felt valued and listened to. People and their relatives spoke highly of the staff approach and attitude of the management team. The service evidenced continuous learning and development, as well as effective partnership working.

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

Rating at last inspection

The last rating for this service was good (published 6 December 2017).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Eden Care Services Limited on our website at www.cqc.org.uk.

Enforcement and Recommendations

We have identified breaches in relation to safe care and treatment and good governance at this inspection. We made a recommendation regarding capturing people’s feedback.

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 from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.