We carried out a review of the data available to us about Eleven Sisters Healthcare Ltd: London on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Eleven Sisters Healthcare Ltd: London, you can give feedback on this service.
Eleven Sisters Healthcare Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people, some living with dementia. It also supports people with more complex care needs who require regular monitoring and overnight support, including some of whom were receiving end of life care.
Not everyone who used the service received personal care. 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.
At the time of the inspection the provider was supporting 15 people in the London Borough of Tower Hamlets.
People’s experience of using this service and what we found
Relatives praised the kind and compassionate attitude of their care workers and how they knew them well and kept them safe. One relative said, “I could not ask for better. Since being in this country I am so happy with the excellent care we have received. A big thank you to all the carers and the office.”
People received person-centred care and records had detailed information for care workers to understand their needs and how they liked to be supported. New staff were introduced to people and their relatives and carried out shadowing and observations before they started working with them.
Staff monitored people’s health and wellbeing and reported any changes or concerns. Where there were complex care needs, staff worked closely with the relevant health and social care professionals for additional support and guidance.
Relatives and health and social care professionals complimented the management of the service and felt confident and reassured with the level of care provided. The registered manager and support team were responsive and had regular communication with people and their relatives about the support they received.
Relatives felt comfortable contacting the registered manager if they needed to discuss any aspects of the service and were confident they would be listened to. People and their relatives were given opportunities to discuss their care and monitoring was in place to see if any improvements could be made.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.
People were supported by a staff team who felt valued and respected and were positive about their inclusive working environment. Staff felt the provider ensured their safety and wellbeing whilst at work and listened to any issues or concerns.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was inspected but not rated (published 9 December 2020).
The service was registered with us on 24 October 2017 but had been in periods of dormancy until the first inspection on 11 November 2020.
Due to the COVID-19 pandemic our ways of inspecting were being regularly reviewed and at the time of the last inspection we were carrying out focused inspections, where we were unable to rate the service. The inspection reviewed the key questions of Safe and Well-led only.
Why we inspected
We carried out this inspection following a routine review of information we held about this service. Our intelligence indicated there may be a higher level of risk at this service due to the length of time it had been registered and not rated.
Follow up
We will continue to monitor information we receive about the service. If we receive any concerning information we may return to inspect.
Eleven Sisters Healthcare Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people, some living with dementia. It also supports people with more complex care needs who require regular monitoring and overnight support. Not everyone who used the service received personal care. 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.
At the time of the inspection the provider was supporting 14 people in the London Borough of Tower Hamlets.
People’s experience of using this service and what we found
People and their relatives were positive about the caring and compassionate attitude of their care workers and how they supported them to keep safe and well. One person said, “They are all very kind and they look after everything. They call me and visit me to check I’m OK. I’m very happy.”
People and their relatives praised the way they had been supported during COVID-19 and how staff had followed infection control procedures very seriously. One relative said, “They turn up, get suited and booted with their gloves, aprons and masks, even protective shoe covers. It has been really good.”
People and their relatives complimented the management of the service and felt confident and reassured with the level of care provided. The management team had a visible presence, visiting people in their homes and providing advice and support for the staff team.
People, their relatives and staff told us the registered manager was always available, always listened and responded to any concerns, providing important and timely advice when needed. One care worker said, “COVID-19 has not broken us. We have worked hard and she has always been there for us. Having this has made life so much easier for us.”
People were supported by a motivated and dedicated staff team that appreciated the welcoming and supportive working environment, especially during challenging periods throughout the peak of the pandemic.
Rating at last inspection
This service was registered with us on 24 October 2017 and this is the first inspection. It was scheduled to be inspected in August 2018 but the service was dormant at the time.
Why we inspected
We carried out this inspection following a routine review of information we held about this service. Our intelligence indicated there may be a higher level of risk at this service. As a result, we undertook a focused inspection to review the key questions of Safe and Well-led only.
Follow up
We will continue to monitor information we receive about the service. If we receive any concerning information we may return to inspect.