Eastdale Healthcare

People's experience of using this service and what we found. Details of how to reduce risks to people's safety were included in people's care plans, though some needed to be more detailed to ensure staff fully met people's needs.

Quality assurance systems were in place to try to ensure people were provided with a quality service. However, they were not always effective in identifying issues such as the lack of detail in risk assessments to keep people safe, and not all staff wearing a mask to protect people from catching an infection.

People and their relatives were satisfied with the care that staff provided and with the management of the agency. People and relatives said safe care was provided, with people protected against abuse, neglect and discrimination.

Safe recruitment practices were largely in place to ensure only suitable staff worked at the service, though the registered manager needed to obtain one outstanding staff reference. Enough staff were employed to meet people's needs and timely calls were mostly in place to provide personal care. Two people did not have set call times. This was rectified by the registered manager.

Staff had been trained to effectively meet people's needs. People were supported to have their food choices and enough fluids to remain hydrated. Staff were aware of how to ensure medical support was provided to people if this was needed.

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.

People and relatives told us they were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff. Staff respected people's privacy and encouraged them to maintain their independence and do as much for themselves as they wanted to.

The registered manager understood their responsibilities and worked in an open and transparent way. People and relatives were aware of how to approach the registered manager to raise concerns or complaints. They said the registered manager and care coordinator always listened to their views.

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 17 May 2021 and this is the first inspection.