4 December 2019
During a routine inspection
Eleanor Nursing and Social Care Ltd - Leegate Office is a domiciliary care service. It provides care to people living in their own homes. At the time of our inspection they were supporting 480 people. The agency is registered to provide services for younger adults and older adults with a range of needs including physical disabilities, autism and 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 our inspection, 466 people were receiving personal care.
People’s experience of using this service
People and relatives that we spoke with were generally satisfied with the service and many spoke highly of their regular care workers. Most people told us they had continuity of care from caring staff who knew them well and usually arrived as expected.
Risks faced by people were assessed and documented and staff understood how to mitigate them. However, some risk assessments did not contain enough detail and people’s medicines had not always been correctly documented.
People told us they felt safe and they were cared for by staff who were well-trained and understood how to protect them from abuse and report any concerns.
People and their relatives told us that when things went wrong they were comfortable in contacting the office and confident they would be listened to. People who had raised concerns in the past said their concerns had been dealt with appropriately.
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.
The service had taken steps to address the issues raised at the last inspection, and there had been significant improvements. There was a dedicated quality team and the service was committed to making ongoing improvements.
Staff told us they enjoyed their work and most felt well-supported by the office team.
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 requires improvement (published 25 January 2019).
The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit per our re-inspection programme. If we receive any concerning information we may inspect sooner.