Eniro Care Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received person centred care that met their needs and personal preferences. The registered manager complied with the Accessible Information Standard by identifying, recording, flagging, sharing and meeting the information and communication needs of people with a disability or sensory loss. The registered manager had policies and processes in place which enabled them to continuously seek feedback from people and used the outcomes to tailor their care, support and treatment.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us their care was personalised and suited their needs and preferences. Their comments included, “What they do suits my needs at the moment, I do what I can for myself”, “We did the original [care] plan together which we have talked over each time I have reused the company” and “They [staff] always ask what I need from them.”

The registered manager told us, “Our assessments and ongoing monitoring ensures our clients (people’s) care plans are tailored to their personal needs and preferences. Staff inform me of any changes, so that, and our regular reviews allows us to stay up to date with clients’ needs.”

People and their relatives told us their care was provided in a way that allowed choice and flexibility. For example, some people spoke about changing visit times to suit their preferences if they had appointments. They also told us care was provided reliably and consistently. The majority of people being supported were allocated and funded by the local authority.

The registered manager explained that the correct staffing figures matched to the number of people receiving care meant care provision could be provided consistently. She spoke about flexibility. She said, “In most cases, when clients (people) ask to change care visits or visit times we can accommodate them. People’s circumstances often change for many reasons, so we have learnt to be flexible.” The registered manager was in discussion with the local authority with the view to take on more care packages.

The local authority told us how the service worked with other healthcare services and partners to ensure a continuity of care. The commissioner of services for the local authority said, ”I have no concerns with this service.”

Records, including staff rotas, spot checks, care plans and reviews evidenced care provision was managed appropriately, consistently and flexibly which ensure people’s needs were safely met.

People and their relatives told us communication was good and they were happy with contact from the ‘office’. A relative said, “I get informed regularly about what is going on.” Information was also passed on to people during spot checks and care reviews. One relative did comment they missed the paper care plan, “Now they [service] have electronic care plans, I find them difficult to access.”

The registered manager told us information is passed onto people via phone calls and conversations during spot checks and reviews. She said they adhere to the Accessible Information Standard (AIS) and told us information could be provided in different languages or large print if needed.

The registered manager adhered to the Accessible Information Standard when providing information to people. Records confirmed people’s communication needs were assessed and staff were guided in supporting people to communicate. For example, cleaning people’s glasses and helping them change batteries in hearing aids. Information was available in various formats to support people’s communication needs.

People told us communication was good and they felt listened too. Comments included, “The manager seems to be good, always pick up the phone if I call”, “If I need anything different from them [service], I can ask” and “They’re a good company, if I need to change the times or cancel calls there very obliging.”

The registered manager told us, and records confirmed the service sought people’s feedback through conversations at spot checks and reviews, welfare calls, and surveys.

Records confirmed, people’s views were obtained through spot checks and reviews, welfare calls and surveys. Out of hours provision was in place enabling people to contact the office in emergencies. A complaints policy was in place and records confirmed complaints were recorded, investigated and actioned in line with the policy.

We spoke with 15 people and relatives, no one reported any issues with accessing services or care. We found no evidence to suggest people did not experience equity in access.

The registered manager told us, and records confirmed people were treated as individuals and had not experienced discrimination in access to services or care.

The local authority had ‘no concerns’ with this service.

Records confirm people were treated as individuals. The registered manager confirmed staff treated people as individuals and were encouraged to do so. We found no evidence to suggest people experience discrimination. Equality policies were in place and up to date. An out of hours system was in place to enable people to contact the service in an emergency.

None of the people or relative we spoke with raised any issues or concerns in relation to inequality. People consistently told us their opinions were sought.

The registered manager told us equality policies were in place and up to date. She said, "All our client's [people] are treated equally." We were also told people’s feedback was used to drive improvements. Action plans from these feedback processes were used to plan people’s care the way they preferred it and ensured everyone had better outcomes. The registered manager said, "Any issues raised, or identified would be dealt with in line with our policies."

We found no evidence to suggest people experienced discrimination in relation to their experiences or outcomes. The registered manager had policies and processes in place which enabled them to continuously seek feedback from people and used the outcomes to tailor their care, support and treatment.

No one we spoke with expressed any thoughts or concerns relating to future plans. The registered manager and records confirmed people had not been fully consulted relating to future plans or advanced end of life wishes.

We spoke to the registered manager about the lack of future plans and end of life advanced wishes in care plans. The registered manager acknowledged the omission and stated they would take immediate action to rectify the omission.

Care plans did not contain advanced plans for people. People’s goals had been considered in care plans but were not sufficiently detailed to be considered an advanced plan. The goal was listed, such as ‘stay independent’ but the plans did not always detail how the goal was to be achieved. There were no end of life, advanced plans in place. The registered manager said they would rectify this omission immediately.