EdenCare Support Services Limited

The registered manager ensured systems were in place to monitor the running of the service. However, some audits were not carried out consistently, reducing the providers overview of risk within the service. We made recommendations about consistent approaches to auditing care records.

Staff had a good understanding of safeguarding processes. Risk assessments were robust and relevant. Staffing levels were safe and reviewed regularly by managers. Infection prevention and control (IPC) systems were in place to reduce people's risk of infection.

People's needs were assessed and reviewed regularly. People's health and nutrition needs were supported, and staff were aware of their responsibility to promote people's rights. People had access to healthcare professionals.

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 family members knew how to make a complaint. They were confident their complaint would be listened to and acted upon quickly. Lessons were learned when concerns were raised, and these outcomes were communicated to staff. Staff approaches promoted dignity and respect.

The provider was open and honest in their approach to supporting people. They were in regular contact with people receiving support to ensure they obtained feedback on the quality of support provided. Staff knew how to support people to ensure end of life needs were met. Staff worked in partnership with other agencies to deliver effective support.