ENS Care & Support retained a Good rating across all five key questions, with strong recruitment, training, medicines management and a person-centred culture meeting the Right support, right care, right culture principles. Mixed feedback on staffing levels during COVID-19 and a lack of detail on people's goals and aspirations in newly-migrated electronic care plans were the main areas the provider was working to address.
Concerns (2)
moderate
Staffing levels
: “We received mixed feedback regarding staffing levels. Comments from relatives included, 'I am aware of staff shortages, but sometimes it is very last minute that we hear they can't get anyone'”
minorCare planning: “we noted care plans lacked detailed information about people's goals and aspirations. The provider acknowledged this stating these were recorded prior to the electronic care planning system being introduced.”
Strengths
· Robust recruitment processes including DBS checks
· Safe systems for medicines management with regular checks, audits, training and competency assessments
· Staff received regular supervision and ongoing training including positive behaviour support
· Person-centred caring relationships and respect for privacy, dignity and independence
· Effective infection prevention and control with adequate PPE
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Continuous learning and improving care; Working in partnership with othersNot rated