Eden View Care and Response Services Ltd

“There were enough staff to meet people’s needs and promote choice. However, some people and staff told us visit times could improve. The management were taking steps to monitor visit times and make any necessary changes. Managers made sure staff received training. Although most staff felt supported, they had not received regular formal support such as supervision and appraisal. Medicines were administered as prescribed, but processes did not ensure staff were routinely checked to ensure they remained competent to give medicines safely. Staff worked well with professionals and relatives but we could not be assured about consistent care and good outcomes for people due to the lack of monitoring and oversight of people’s care.”

“People could raise concerns, but improvements were needed to how the service collected people’s views and learnt from their feedback. Where safety incidents were reported managers investigated incidents and learnt from these. People were protected and kept safe. Staff understood and managed risks. Staff made sure people understood their care to enable them to give informed consent. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. People received fair and equal care.”

“We have asked the provider for an action plan in response to the concerns found at this assessment.”