EPR Services Ltd, a small domiciliary care agency in Ilford, received a Good rating across all five key questions at its first CQC inspection in May 2022. The service demonstrated safe recruitment, person-centred care planning, effective staff training and supervision, and responsive leadership with no identified breaches of regulation.
Strengths
· Robust staff recruitment and pre-employment checks including DBS, identity and right-to-work verification
· Person-centred care plans co-produced with people and relatives, detailing communication needs, faith, gender preferences and independence goals
· Staff received regular supervision and relevant training including MCA, dementia, moving and handling, and infection control
· Equality and diversity needs recorded in care plans; people supported to practise their faith and cultural preferences
· Clear management structure with open culture; registered manager proactive in addressing staff performance concerns promptly
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
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: 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
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff; continuous learning and improving careGood