Eleanor Nursing and Social Care Ltd - Barnet Office

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.

This service is a domiciliary care agency. It provides personal care to a range of adults living in their own homes with a broad range of physical, mental health and learning disability needs.

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 51 people receiving a service that is regulated by CQC.

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

People and their relatives told us staff were kind and caring. People and their relatives told us they were happy with the service, but a number of people reported staff were regularly late and they were not always sure which staff were arriving to support them with their care.

The service had been set up recently and there had been management changes in recent months with the departure of the registered manager, and changes in office personnel. Whilst the provider had systems in place to check the quality of care, we found some management tasks required improvement. However, senior management and a new branch manager were working to address these shortfalls and had identified the majority of these issues, by the time of the inspection.

Care plans were person centred and the majority portrayed a holistic picture of people’s lives, their needs and their network of support. The majority of risk assessments were up to date and covered a wide range of risks, providing detailed information for staff in how to minimise harm to people.

Following the inspection, the management team had put in place further systems and processes to address the shortfalls identified as part of the inspection, in particular, staff lateness and continuity of care, as well as updating any risk assessments which were out of date.

Following the inspection these were updated.

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.

Medicines management was safe, and recruitment records showed suitable checks were undertaken prior to staff starting work. This meant staff were considered safe to work with vulnerable people.

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 CQC in October 2020. This is the first inspection of the service.

The inspection was prompted in part due to the increase in care packages offered by this location since October 2020, and the management capacity to support this growth. A decision was made for us to inspect and examine those risks.

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.