Eniola Care Ltd

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

There was inconsistency in the content of care plans. Some did not have the ‘about me’, section completed and one person lacked a full care plan. These issues had previously been raised steps to rectify these concerns were being taken by the provider. Care calls were completed on time and there were no reports of late or missed calls. Everyone we spoke with told us about a positive transition between services with the staff liaising appropriately with other professionals when required.

This service scored 54 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us there had been recent inconsistencies in carers, not always the same ones, turning up. A person said, “Issues with new carers, last few weeks, every time I have visited there has been a different carer. Consistency is an issue, sometimes the same carers for a few months then it all changes.” However people did tell us that carers were nearly always on time and would call if there was going to be a significant delay. A relative said, “They always turn up on time, they are good to him.” Another relative told us that they had experienced some communication issues, their loved one being hard of hearing and not being to understand what was being said when staff were wearing masks. They told us this had been resolved and now things were communicated using a board to write on.

Staff said they always had enough time between care calls and when they were with people they were never rushed. Despite recent changes in staff, staff had got to know people well and told us they had enough time to read previous care notes to make sure they were up to date with any changes in people’s support needs since their last visit. A staff member told us, “Have a chance to read care plans each day, it was also part of the training.” The provider told us that they currently carry out any pre-assessments for new people. They would ensure that they have enough staff with the right skills and experience to be able to support people before agreeing a new contract.

Managers had developed positive working relationships with other professionals which had led to outcomes for people in line with their individual needs. We spoke to a professional who confirmed that managers and staff contacted them for advice and were aware of other professionals being involved. A professional said, “(Provider) would link in with other services as and when needed and did not report any issues or difficulties. They have previously mentioned working with the rehabilitation team, GP’s and district nurses.”

Some care plans lacked detail and they were not consistently person-centred. Not all had the first section, ‘about me’ completed. Some sections within care plans were called, ‘what I can do.’ However these were often completed with a list of specific support areas that people needed, rather than describing what a person could achieve for themselves. However, care plans were in the process of being re-written and we were shown a completed, new plan. The new format was more person centred and emphasised what people could achieve for themselves ahead of the support needed. Each section was headed – ‘What (person’s name) told us about (activity or task)’ This was positive but all remaining care plans needed to be updated and this would take time to fully embed. Care plans listed daily tasks to be completed by staff. During our assessment visit in March 2024 we discovered one person did not have a care plan and their daily notes were hand written on a pad of paper. During the current visit we were shown a completed care plan and daily notes now recorded on an electronic system.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.