Eden Care at Home Limited (Head Office)

Updated 4 December 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This comprehensive inspection commenced on 31 October 2018 and ended on the 5 November 2018. It was an announced visit. We gave the service 48 hours’ notice of the inspection visit because we needed to ensure the registered manager was available. One inspector visited the office location on the first and second day of the inspection. On the third day of the inspection an expert by experience made telephone calls to people and the inspector visited five people and their relatives in their own home.

Whilst at the office location we looked at six people’s care plan files, which included risk assessments. We looked at four staff recruitment and training records, we spoke with the registered manager, the director, operational manager and a further 11 staff. Following the visit to the office we reviewed a further 10 care plans and reviewed additional information sent to us by the provider, which included risk assessments, policies and procedures. We received written feedback from staff and relatives.

Prior the inspection we requested and received back a completed Provider Information Return (PIR). We used information the provider sent us in the PIR. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. Throughout the inspection we offered the registered manager and staff opportunities to share with us what they did well. We reviewed notifications and any other information we had received. A notification is information about important events which the service is required to send us by law.

Prior to the inspection we sent out questionnaires to people, relatives and staff. We have used the information gathered to form our judgement.

Updated 4 December 2018

This inspection took place on 31 October 2018, 1 and 5 November 2018. It was an announced visit to the service.

Eden Care at Home Limited (Head Office) is a domiciliary care agency. It provides nursing and personal care support to children, adults and older adults who live in their own home. At the time of our inspection the service was supporting 179 people, some of whom had a live-in care worker.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

People gave us positive feedback about the service. Comments from people included, “The girls that come are so kind, really friendly and wonderful,” “I would give them top marks, they are excellent” and “They [Care workers] are brilliant, very capable.” A relative told us, “I could not manage without them.” Another relative told us, “The carers are excellent.”

The registered persons had not notified us of all the events they were required to do so. We made a recommendation about this in the report.

People were supported by people who had been recruited to ensure they had the right skills, however the provider did not routinely ensure all the required checks were undertaken. We made a recommendation about this in the report.

People were protected from abuse, as staff had received training in how to recognise potential concerns. Where required the service worked with the local safeguarding team to investigate concerns.

People told us they were routinely treated with dignity and respect. Comments from people included, “They [Care workers] are all very respectful.”

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The service supported people to access meaningful activities, these include the attendance at a local social and exercise group and visiting local garden centres.

There was a very clear management plan in place. Staff told us they felt valued and were rewarded for going ‘above and beyond’.

Further information is in the detailed findings below.