EdenCare Support Services Limited

Edencare Support Services Limited is a domiciliary care service providing personal care to people in their own houses and flats in the community. At the time of our inspection there were 62 people 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. At the time of inspection, the service was providing personal care to 44 people.

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

The provider managed medicines safely; however, some processes were not always robust in reducing risk. We made recommendations about the safe management of medicines.

The registered manager ensured systems were in place to monitor the running of the service. However, some audits were not carried out consistently, reducing the providers overview of risk within the service. We made recommendations about consistent approaches to auditing care records.

Staff had a good understanding of safeguarding processes. Risk assessments were robust and relevant. Staffing levels were safe and reviewed regularly by managers. Infection prevention and control (IPC) systems were in place to reduce people's risk of infection.

People's needs were assessed and reviewed regularly. People's health and nutrition needs were supported, and staff were aware of their responsibility to promote people's rights. People had access to healthcare professionals.

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 knew how to make a complaint. They were confident their complaint would be listened to and acted upon quickly. Lessons were learned when concerns were raised, and these outcomes were communicated to staff. Staff approaches promoted dignity and respect.

The provider was open and honest in their approach to supporting people. They were in regular contact with people receiving support to ensure they obtained feedback on the quality of support provided. Staff knew how to support people to ensure end of life needs were met. Staff worked in partnership with other agencies to deliver effective support.

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 30 August 2017)

Why we inspected

This inspection was a planned inspection based on the date the service was last inspected.

Recommendations

We have made recommendations about the management of medicines and governance of service documents.

Follow up

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

EdenCare Support Services Limited provides personal care to people with a range of difficulties. At the time of the inspection there were approximately 38 people using the service.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People we spoke with told us they felt safe with the carers who visited them. There were sufficient staff to cover the work and staff we spoke with told us they were able to meet all the commitments of their job and were given enough time to complete all tasks required and have meaningful interaction with people who used the service.

The recruitment process was robust and helped ensure people employed were suitable to work with vulnerable people. Medicines systems were safe and staff were suitably trained in medicines administration.

There were appropriate, up to date safeguarding policies and procedures and staff we spoke with were confident in being able to recognise and report any suspected abuse or poor treatment.

Environmental and personal risk assessments were undertaken for people who used the service, to help ensure the safety of workers and safe delivery of care and use of equipment. Staff had undertaken appropriate infection control training.

Staff induction was thorough and training records evidenced that mandatory training was refreshed annually.

Staff supervision sessions were undertaken every few months and we saw evidence of these discussions.

Care records included relevant health information and consent for issues such as medicines administration and key holding was signed appropriately. The service was working within the legal requirements of the Mental Capacity Act 2005 (MCA).

We spoke with people who used the service and they were positive about the care delivery. They told us the carers were always polite and respectful.

We saw from care records that people were involved in all aspects of care delivery and reviews of care. People’s independence was promoted and encouraged.

The service had an appropriate confidentiality policy and procedure and confidential information was locked away safely in the office. There was a service user guide which was given to all people who used the service and/or their relatives.

Assessments were thorough and the registered manager endeavoured to match up care workers with people they supported to ensure the service offered would best suit their needs.

Care plans were person-centred and included a range of health and personal information. Some people were supported to access activities in order to help them retain links with the wider community.

There was an appropriate complaints procedure and complaints were followed up appropriately. The service had received a number of compliments.

There was an out of hours service for people who used the service and staff could also access help and guidance if they required it via the out of hours number.

People who used the service felt the management were accessible and approachable. Staff meetings were held on a monthly basis.

Quality review forms were sent out on a regular basis to help ensure feedback was gathered from people who used the service. Spot checks were undertaken regularly.

Accidents and incidents were recorded appropriately and monitored by the registered manager to help ensure the risks were minimised in the future.