EGH Care Services - Main Office

Updated 20 December 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

Our inspection was completed by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 48 hours' notice of the inspection although we then had to rearrange due to the availability of the registered manager. This was because we needed to be sure the registered manager would be available to support the inspection. We also needed to obtain the consent from people using the service to be contacted by us to obtain feedback on their experience of using the service.

The inspection activity started on 16 November 2022 by requesting various records from and interviewing the registered manager. We then made phone calls to people using the service and staff, one of whom preferred to communicate via email. Inspection activity ended on 12 December 2022.

What we did before the inspection

We reviewed the information we had received about the service since they registered with us, including any statutory notifications received. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all of this information to plan our inspection

During the inspection

We spoke with the registered manager. We spoke with a person using the service, a relative and two care workers about their experiences of the care provided. We reviewed a range of records including care and staff records and records relating to the management of the service.

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as phone calls to enable us to engage with people using the service and staff and electronic file sharing to enable us to review documentation.

Updated 20 December 2022

About the service

EGH Care Services - Main Office is a domiciliary care service providing personal care to people in their own homes. At the time of the inspection three people were receiving personal care. 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.

People’s experience of using this service and what we found

The registered manager had good oversight of the service. They cared for people directly and so had a good understanding of people’s needs and preferences and made sure they were met. The registered manager understood their responsibility to notify CQC of significant events, such as allegations of abuse, as required by law, although there had been none required. The registered manager and staff understood their role and responsibilities. The registered manager engaged and communicated well with people using the service and staff. Staff felt well supported by the registered manager.

People received the right support in relation to risks involved in their care. There were enough staff to support people safely and staff timekeeping was good. Staff received training in infection control practices, including the safe use of personal protective equipment (PPE) to reduce the risk of COVID-19 transmission. People received the right support in relation to their medicines.

People were supported to have maximum choice and control of their lives. Staff supported people in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.

Staff received the training and support they needed to meet people’s needs. People were supported to maintain their health and to see health and social care professionals when this was an agreed part of their care. People received food and drink of their choice.

People liked the staff who supported them and developed good relationships with them. People received consistency of care from a small number of staff who knew them well. People were supported to improve their independent living skills as far as possible and staff treated people with dignity and respect. People were involved in their care and their care plans were based on their individual needs and preferences. People were encouraged to raise any concerns or complaints.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection

This was the first inspection of this service which registered with us on 1 December 20201 and we have rated them good.

Why we inspected

We undertook this inspection due to the length of time since registering with us on 1 December 2021.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.