Date of Assessment: 18 November to 25 November 2025 Eleanor Nursing and Social Care – Brent Office is a domiciliary care agency that provides care and support to people living in their own homes. The service supported older people, some of whom lived with dementia. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. At the time of our inspection 92 people were being supported with personal care. This inspection was carried out to follow up on actions from our last inspection in July 2022. At that inspection, the provider was in breach of legal regulations in relation to staffing. Improvements were found at this inspection and the provider was no longer in breach of regulations. Risks to people were identified and addressed. The service maintained sufficient staffing levels to address and meet people’s needs. Staff were punctual and completed their visits to people’s home appropriately. Issues with staff performance and conduct were identified and resolved. Care plans included guidance for staff on maintaining people’s safety, which were consistently followed. People were able to participate in their care planning so they could receive personalised care. Safeguarding measures were in place, to protect people from the risk of abuse. Systems enabled staff to support people with their medicines in a safe way. Accidents and incidents that occurred were recorded and lessons were learned from them People were always treated with dignity, kindness, and respect. Their privacy was protected and their individual needs, including equality and diversity were fully supported. Staff and managers assessed people’s capacity to make their own decisions and choices, which were respected. Service quality was monitored through established processes to drive ongoing improvement. Staff benefited from training and support, enabling their professional development. The management team was knowledgeable, supportive, and promoted a positive, inclusive culture in the service.
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Eleanor Nursing & Social Care Ltd – Brent Office received an overall rating of Requires Improvement at its first inspection, with a regulatory breach identified under Regulation 18 (Staffing) due to persistent late and missed visits and a lack of robust emergency staffing procedures. Caring and effective practice were rated Good, with strengths in safeguarding, staff training, dignity, and consent, but sustained improvement in visit reliability and governance systems was needed.
Concerns (5)
criticalStaffing levels: “The service did not always ensure there were sufficient numbers of suitable staff to support people to stay safe and meet their needs.”
criticalMissed or late visits: “on 3 July 2022, a staff member arrived at 2pm instead of 1pm. This was repeated several times during the course of July 2022.”
moderatePerson-centred care: “I should have two care workers but sometimes only one care worker comes.”
moderateIncident learning: “missed and late calls were recorded, these were not treated as incidents...not subjected to a comprehensive analysis to make sure data was acted upon in a timely manner”
moderateGovernance: “There were no robust procedures to follow in an emergency to make sure sufficient and suitable staff were deployed to cover both the emergency and the routine work.”
Strengths
· People were protected from the risk of harm and abuse with effective safeguarding policies accessible to all staff and up-to-date training for care workers.
· Comprehensive risk assessments were in place and regularly reviewed to ensure people's safety and wellbeing.
· Care workers had completed essential training, including medicines management, and were assessed as competent.
· People's privacy, dignity and independence were respected, including cultural and religious preferences being accommodated.
· The service worked within the principles of the Mental Capacity Act 2005, obtaining consent before care tasks.
Quality-Statement breakdown (22)
safe: Staffing and recruitmentRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Continuous learning and improving careRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood