Eclectic Care Ltd

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The findings at this assessment show the service is Requires Improvement in relation to the Well-led domain. We found one breach of the legal regulations in relation to good governance. The service’s governance systems and audits were not always effective in identifying or addressing areas for improvement which we found during this assessment. There were not robust systems in place to ensure all areas of the service were safe, effective and well-managed. However, feedback from people, relatives, staff and partners was positive about the service and positive about the registered manager. Staff felt there was a good culture at the service and felt able to raise concerns.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager promoted a positive culture where people were at the centre of the service and their own care and support. Staff had been trained, followed the organisation policy and procedure and understood the importance of respecting and promoting equality and diversity. The registered manager was visible and present across the service. Staff and people told us the manager delivered care and supported people, role modelling quality care. There were regular staff meetings where participation and comments were encouraged. Meetings were documented so actions could be reviewed before following meetings. People’s specific requests were respected and had been recorded within their care records such as, preferred name to be called or gender preference for any personal care task.

Staff spoke highly of the registered manager who they found supportive and approachable. The registered manager knew people well and worked as part of the care team when this was required. The registered manager told us they promoted an open and honest culture and worked collaboratively with external healthcare professionals to provide a high-quality service. The registered manager had formed links with other registered managers and professional organisations to continue their development and support their management of the service.

The registered manager encouraged staff to share their concerns or raise any issues which would then be acted on. When speaking about the registered manager a member of staff said, “She is a good manager and great boss, she pays attention to detail, she listens to concerns and addresses them from clients and us as carers. I think she is really doing a great job.” Staff were given regular opportunities to raise and receive feedback during team meetings, supervision and spot checks with their line manager. Staff understood and followed the organisations policy and procedures such as, raising concerns, freedom to speak up and the whistleblowing policy and procedure.

Systems were in place to ensure workforce equality from recruitment and throughout employment. Staff told us they were supported and included in the service through supervisions and team meetings. Staff had received equality and diversity training and did not report any concerns in relation to inequality or exclusion.

The registered manager told us, themselves, the deputy manager and senior care worker completed the services’ governance framework to review the quality and effectiveness of the service. The registered manager told us senior management meetings took place and discussed the running of the service. Staff told us they attended general staff meetings to share information and discuss improvements to the service.

There were some areas for improvement identified as part of this assessment reflected under safe and responsive. Daily checks were in place to ensure people received their care calls as scheduled. We were not assured that the governance process in place for call monitoring was robust and that the registered manager could maintain accurate oversight of people’s care calls. The service had not been following their governance processes for medicines management and therefore the issues found at this assessment had not been identified. Audits on people’s care plan and daily notes were completed, some areas for improvement or changes were made. However, some records had been reviewed and inconsistencies had not been picked up and rectified. Spot checks were completed to ensure staff were providing good care and meeting people’s needs safely covering a range of areas including environmental safety and infection control, managing risks and meeting people’s needs, communication and choice were also assessed. Staff’s skills and knowledge was tested. There was a business continuity plan to ensure the safe running of the service in the event of an emergency.

The registered manager worked in partnership with other professionals to ensure people’s health and social care needs were met. Feedback from professionals was positive about their experience of working with Eclectic Care Ltd. One professional said, “I am totally satisfied with their performance.” People were offered the opportunity to be supported in their local community by staff, for example to go to use local leisure facilities, however at the time of our assessment no one had required this.

Staff told us they felt their practice and the service were continuously learning and improving. People and staff told us when suggestions were made or areas for improvement were identified the registered manager took action. They were confident the registered manager supported the best possible care for people. However, issues had been identified in Safe and Responsive as areas for improvement at this assessment. These issues had not been identified by the registered manager.