28 May 2019
During a routine inspection
Eleanor Nursing and Social Care - Redbridge Office provides personal care to people living in their own homes. At the time of our visit, they were providing personal care to 120 people.
People’s experience of using this service:
People told us that they were happy with the care and support they received. They felt the service was managed well.
People were protected from the risk of abuse because the provider had taken steps to identify the possibility of abuse and prevent abuse from happening. Staff understood their responsibilities to protect the people in their care.
Individual risks to people had been assessed and recorded in their care plans to keep people safe. Incidents and accidents were documented and reviewed to prevent re-occurrence.
Staff received regular supervision and an annual appraisal. They received a structured induction and training to meet the needs of people they supported. Recruitment processes were safe. There were sufficient numbers of staff to meet people’s needs.
People’s needs had been assessed before they started using the service. Care plans reflected people’s needs and preferences. These were reviewed regularly.
People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service did support this practice.
Staff had a good knowledge of people they supported and respected their privacy and dignity. They promoted people’s independence.
Where people needed assistance taking their medicines, staff helped them accordingly. People were encouraged to have a balanced diet to maintain their health and wellbeing.
People were supported to maintain good health and had access to health care services as needed.
People were aware who they would contact if they were not happy about the service they received. Any complaints were documented along with the actions taken.
The provider sought feedback about the care provided and monitored the service to ensure that care and support were provided in a safe and effective way to meet people’s needs.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection:
At the last inspection the service was rated Good (report published 23 November 2016).
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.