Eagles Recruitment and Healthcare

Updated 2 March 2023

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

The performance review and assessment was completed by 1 inspector and 1 Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our performance review and assessment there was a registered manager in post.

Notice of performance review and assessment

We gave the service 72 hours’ notice of the performance review and assessment. This was because it is a small service and we needed to be sure that the provider or registered manager would be available to support the process.

Performance review and assessment activity started on 14 February 2023 and ended on 21 February 2023.

What we did before the performance review and assessment

We reviewed information we had received about the service since registration and this was used to plan our performance review and assessment. The provider was not asked to complete a Provider Information Return (PIR) prior to this performance review and assessment. 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.

During the performance review and assessment

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as telephone calls, emails and the ‘Give feedback on care’ facility on our website to enable us to engage with people using the service, their relatives and staff, and electronic file sharing to enable us to review documentation. The performance review and assessment commenced on 14 February 2023 with feedback being provided to the registered manager on 21 February 2023.

During the performance review and assessment, we spoke with 2 people who used the service and 2 relatives. We spoke with the registered manager and 2 care staff. A further 8 care staff provided written feedback.

We assessed the care records for 2 people who used the service. Several governance records were also assessed including the staff recruitment files for 2 staff members, training, induction and competency assessment records for staff, policies and procedures, quality assurance records, complaints and compliments and service improvement plans.

Updated 2 March 2023

About the service

Eagles Recruitment and Healthcare is a domiciliary care agency providing care and support to people living in their own homes. The service provides support to older adults some of whom may be living with dementia.

Not everyone who used the service received personal care. The Care Quality Commission (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

Everyone who provided feedback as part of this performance review and assessment spoke positively about the service and no one raised any concerns. People told us the service met, and often exceeded, their expectations and needs. They told us they received person-centred care from dedicated staff who consistently demonstrated respect, compassion and kindness. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice and people told us this.

The culture of the service was one of openness, engagement and empowerment. The people who used the service told us staff enabled them to remain independent and be in control of the care and support they received. Staff told us the support, training and attention they received improved their confidence and allowed them to provide good quality care. The provider invested in their staff and the support and training they received benefitted those who used the service.

People had been involved in formulating their care plans and subsequent reviews and they supported a person-centred approach. People told us they had no concerns but would feel comfortable in discussing any they may have with the management team who they described as approachable and dedicated with the ability to listen and respond.

People told us the quality of the service was good and the records we viewed supported this. We saw they were robust and thorough in regard to all aspects of the service except medication administration where improvements could be made to ensure complete adherence to best practice. However, people received their medicines as prescribed and we had no concerns in relation to safety.

People told us they would recommend the service for the quality and consistency of care they received, the punctuality of the service, the abilities of the staff and the management team who consistently ran an effective, responsive, compassionate and quality service.

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

Rating at last inspection

This service was registered with us on 30 November 2015 and this is the first performance review and assessment. The service has not consistently delivered the regulated activity since its registration and has been dormant. CQC does not inspect dormant services.

Why we inspected

This performance review and assessment was prompted by a review of the information we held about the service.

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.