Eleanor Nursing and Social Care Ltd - Barnet Office was rated Good overall following a June 2023 inspection, with both Safe and Well-Led key questions rated Good. Minor concerns were noted around occasional late staff visits and incorrect terminology used by some office staff, with a recommendation to review communication training.
Concerns (3)
minorMissed or late visits: “some late calls were recorded and some staff were leaving before their allocated time was up”
minorCommunication with families: “not all office staff understood the correct terminology when talking about people support needs”
minorStaff training
: “We recommend the provider review the current communicate training with staff.”
Strengths
· People told us they felt safe and staff were knowledgeable about safeguarding procedures
· Care plans and risk assessments were up to date, person-centred and shared with people in their homes
· Safe recruitment practices including DBS checks and pre-employment checks were in place
· Medicines administration records were completed correctly and staff were trained and assessed before administering medicines
· Effective infection prevention and control systems including PPE stock audits
Eleanor Nursing and Social Care Ltd - Barnet Office was rated Good overall at its first inspection in May 2021, with strong person-centred care, safe medicines management, and kind staff, but Well-Led was rated Requires Improvement due to recurring staff lateness, inconsistent continuity of care, complaint-handling lapses, and the absence of a registered manager.
Concerns (5)
moderateMissed or late visits: “three out of nine people told us staff were often late, and told us new staff were not always introduced to them before they turned up to support them”
moderateGovernance: “of six complaints received, four had been dealt with in line with the provider's policy. The other two had been addressed by the time of the inspection.”
moderateLeadership: “The service did not currently have a manager registered with the Care Quality Commission.”
moderatePerson-centred care: “the organisation was unaware of the anxiety caused to many people by not knowing who was going to turn up to provide care on a particular day”
minorRecord keeping: “Out of five care records we found one that had out of date risk assessments”
Strengths
· People felt safe and staff demonstrated good safeguarding knowledge and followed appropriate reporting procedures.
· Medicines management was safe with regular audits; staff were qualified and competent to administer medicines.
· Care plans were person-centred, holistic, and reflected people's individual preferences, routines, and equality characteristics.
· Staff were described as kind, caring, and respectful, treating people with dignity and promoting independence.
· Robust recruitment processes ensured appropriate background checks before staff worked with vulnerable people.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 diet
Good
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 diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: How the provider understands and acts on the duty of candour; Working in partnership with othersGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Continuous learning and improving careGood