We carried out a review of the data available to us about Epoch Homecare Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Epoch Homecare Ltd, you can give feedback on this service.
Epoch Home Care is a domiciliary care agency providing personal care to 43 people aged 65 and over at the time of the inspection.
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 the service
People told us they felt safe with staff entering their homes and providing personal care. People were protected from harm and systems were in place to reduce the risk of abuse and to assess and monitor potential risks to people.
The management of medicines was safe. Some protocols for ‘as required’ medicines were not in place; this was immediately corrected by the registered manager.
Risk assessments had been completed and were regularly reviewed. Incidents and accidents were managed effectively; lessons were learned to prevent future risks.
Staff had the skills and experience to meet the needs of people who used the service. Staff completed training and supervisions.
People said staff listened to them, were kind and caring. Staff treated people with respect and maintained their dignity. People were involved in decisions about their care. People's right to privacy was maintained by staff.
Staff understood people’s preferences and people were offered choices about their care. Staff were provided with specific guidance on how to communicate with people effectively.
People were involved in meal choices and supported to maintain a balanced diet. Health needs were regularly monitored, and staff accessed advice from health care professionals when required.
Staff understood their responsibilities in relation to the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive was possible. MCA
Complaints were managed effectively. People knew how to complain if needed.
The provider used internal and external audit systems to monitor the quality and safety of the care provided. People were asked for their views and the provider engaged with other agencies and services to improve their knowledge of best practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for the service was good (published 29 April 2017)
Why we inspected
This was a planned inspection based on the rating at the last inspection.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.
Epoch Home Care provides care and support to people living in their own homes. At the time of our inspection there were 53 people using the service. There was a registered manager in post when we inspected. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People and staff told us calls were sometimes cut short, as there was not always travel time built into the scheduling. The registered manager was aware of this and had invested in new software to improve their planning of calls.
Recruitment practices were safe, and we saw the provider made checks to ensure staff they employed were not barred from working with vulnerable people. Staff had training in and understood the principles of safeguarding people from abuse, and people told us they felt safe using the service. People’s safety was further protected because care plans contained appropriate risk assessments and basic guidance for staff to show how risk should be minimised.
Medicines management practices were safe, and we saw the registered manager had made changes to documentation to ensure medicines administration was recorded consistently.
Formal supervision and appraisal for staff had not always been at a consistent frequency, although staff felt they had adequate opportunity to talk with the registered manager about any issue. The registered manager had recognised supervision and appraisal as an area of improvement, and had begun to take action. Staff received the training they needed in order to be effective in their role, although the registered manager acknowledged their record keeping could improve. The registered manager had a plan in place to deliver update and refresher training.
The provider ensured there was a robust approach to assessing and documenting people’s capacity to make decisions, and staff understood the importance of offering people choice and promoting their independence.
People told us they were happy with the support they received with meals, and staff were able to tell us how they could work to promote healthier diets.
We received good feedback about the staff. People told us they had very good relationships with them, and felt they were well trained. We saw people were involved in the planning and review of their care, and saw their preferences, likes and dislikes were recorded and respected. Care plans were updated when required; staff told us they had time to read people’s files, and were told when these had been updated.
People understood how they could raise complaints or concerns, and they told us they had confidence the provider would respond appropriately.
We received good feedback about the registered manager’s leadership and presence in the service. They had put systems in place to measure the quality of the service and we saw evidence they had identified opportunities which would help the service continue to improve.