Eleanor Nursing and Social Care Ltd - Bristol Office received a Good rating across all five key questions at its first CQC inspection in May 2021, with 45 people receiving personal care. Minor concerns around staffing pressures, inconsistent carer gender preference discussions, and some people's reluctance to complain were noted but did not detract from an overall positive picture of safe, caring and well-led service.
Concerns (4)
moderate
Staffing levels
: “My only fear is they keep taking on more clients and there is not enough staff to cover the extra work. Often when caring for me their phones ring asking them to fit someone else in.”
minorPerson-centred care: “Some people mentioned that they weren't always asked whether they had a preference for male or female carers.”
minorComplaints handling: “We had mixed responses when we asked people whether they felt comfortable making complaints. There were some people who told us they didn't want to raise concerns.”
minorCare planning: “We discussed with the registered manager how some support plans required a little more detailed information about people's medicine support.”
Strengths
· Staff built positive relationships with people and were described as kind, compassionate and cheerful
· Risk assessments were in place, reviewed regularly and updated when needs changed
· Staff received safeguarding training and felt confident raising concerns
· MAR charts were audited by senior staff with actions identified and addressed
· Staff had regular supervision, spot checks and appraisals to monitor development and training needs
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood