Eunha Healthcare Ltd

About the service

Eunha Healthcare Ltd is a domiciliary care agency supporting people with their personal care needs in Leicestershire. At the time of inspection, 93 people were using the service. 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.

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

Right Support: People were not kept safe from the potential risk of harm. Details of how to reduce risks to people's safety were missing from people's care plans. Enough staff were not employed to meet people's needs.

Timely calls were often not in place to provide people with the personal care they needed. Safe recruitment practices were in not place to ensure only suitable staff worked at the service.

People were not supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; in contradiction to the policies in the service. People where required were not supported with their medicines. Accidents and incidents were not always reviewed to prevent this occurrence.

People and relatives said safe care was provided, with people protected against abuse, neglect and discrimination.

Right Care: Care plans reflected people’s individual needs, though people and their relatives were positive about the care and support provided and were involved in discussions and decisions about care and support. People and relatives were satisfied with the personal care staff provided. They said staff treated people with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff.

Right Culture: The registered manager did not understood their responsibilities or worked in an open and transparent way. Systems and practices for oversight and governance of the service were insufficient to monitor the quality and safety of the service provided. The system of auditing had not identified improvements were needed to evidence all issues raised by people and staff had been followed up.

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 the service under the current provider was requires improvement (published 23 November 2022).

Why we inspected

The inspection was prompted in part due to concerns received about medicines management, staffing levels and oversight at the service. A decision was made for us to inspect and examine those risks.

Enforcement

We have identified breaches in relation to safety, staffing, staff training, staff recruitment, governance and provider transparency.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow Up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Eunha Healthcare Ltd is a domiciliary care service providing the regulated activity personal care which is help with tasks related to personal hygiene and eating, in people’s own homes. At the time of our inspection there were 5 people receiving personal care using the service.

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.

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

Staff recruitment processes were not robust and required improvement to ensure people were supported and cared for by staff who had been vetted in a timely manner to determine their suitability to work with people.

Improvements were needed to ensure staff had a programme of induction.

Improvements were needed to ensure staff undertook training in a timely way. Staff had not undertaken training in some important topics related to the promotion of people’s safety, or linked to people’s needs, which included, safeguarding and infection prevention and control.

Improvements were needed to ensure staff consistently received ongoing support and guidance through supervision and the assessment of their competence to fulfil their role.

Systems and processes to monitor the quality of care provided need improvement. Monitoring of records was limited to one audit as to the content of daily records completed by staff about the care they provided. We found missing staff signatures on a person’s medication administration records. These had not been audited. The registered manager was unaware of the missed signatures and therefore a missed opportunity to learn lessons and bring about the necessary changes to bring about improvement.

Improvements were needed to ensure the registered manager followed the provider’s policies and procedures for governance and the recruitment, induction, training and ongoing support of staff.

Systems and processes were in place to support people’s safety. People’s needs, including their safety were assessed and monitored. People and family members said the service was reliable. People’s needs in relation to their medicines were recorded within their care records. People and family members told us staff wore aprons, masks and gloves to help reduce the risk of cross infections.

People’s needs were assessed and kept under review. People, and in some instances family members were involved in the assessment process. People’s health care needs were documented and staff liaised with health care professionals when required.

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.

People and family members spoke of the kind and caring approach of staff. People told us they were actively involved in decisions about their care, and that their views were respected by staff.

People were involved in the development and reviewing of their care and support package. People were aware of how to raise a concern and spoke of any concerns they had raised were listened to and acted upon.

People’s views and that of staff members were sought through surveys. People’s and family members feedback was in the main positive. Staff feedback was positive regarding support provided by the management team. However, some staff had said they would like classroom-based training in addition to on-line training, which the registered manager had acted upon.

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 23 September 2021 and this is the first inspection.

Why we inspected

This was a planned inspection.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what action enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to staff recruitment, induction, training and ongoing monitoring and support, including supervision. We have found systems and processes were not sufficient to monitor the quality of the service, and that the provider’s policies and procedures were not followed in full.

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.