# Eden Brook Home Care Ltd *Operated by Eden Brook Home Care Limited.* Eden Brook Home Care Ltd is a CQC-regulated home-care agency in Chelmsford. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Good | | Safe | Good | | Effective | Good | | Caring | Good | | Responsive | Good | | Well-led | Requires improvement | Rating published: 13/04/2023 ## Practical info - Postcode: CM2 6JL - Registered manager: Worcester, Victoria - Local authority: Essex - Region: East - City: Chelmsford - Last CQC check: 13/Apr/2023 - 00:00 ## Inspection findings ### Other - Finding - Evidence: People and relatives spoke positively about care staff being kind and treating them with respect. - Published: 2024-03-21 - Finding - Evidence: The service worked with a local hospice to provide end of life care and referred people to external professionals such as Speech and Language and Occupational Therapy. - Published: 2024-03-21 - Finding - Evidence: Infection prevention and control practices were assured, including effective use of PPE. - Published: 2024-03-21 - Finding - Evidence: The service was working within the principles of the MCA with appropriate legal authorisations in place. - Published: 2024-03-21 - Finding - Evidence: Staff were described as approachable; a care manager was praised by people and staff for responsiveness. - Published: 2024-03-21 - Finding - Evidence: Care plans were detailed and included information about how to support people well and included risk assessments. - Published: 2024-03-21 - **person_centred_care** _(moderate)_ - Evidence: People told us they had not been asked for their views or feedback... 'I've never actually seen a care plan. I assume there must be one somewhere.' - Published: 2024-03-21 - **communication_with_families** _(moderate)_ - Evidence: People and relatives stated they were not informed when people were running late... A person told us, 'There is no knowledge of timings or a rota. They refuse to tell you who is coming.' - Published: 2024-03-21 - **leadership** _(critical)_ - Evidence: The nominated individual did not demonstrate an understanding of the duty of candour. Concerns identified during the inspection were dismissed, with a culture of blaming former employees. - Published: 2024-03-21 - **missed_or_late_visits** _(moderate)_ - Evidence: On the weekend they come very late. One time it was 1 o'clock, another time it was 11 o'clock to help me wash and dress. When my family came at the weekend I was still in my nightdress. - Published: 2024-03-21 - **record_keeping** _(moderate)_ - Evidence: Staff told us they didn't always have access to the information, or the information available via their mobile devices was limited. 'The care plans need updating.' - Published: 2024-03-21 - **governance** _(critical)_ - Evidence: The nominated individual had not maintained oversight of the service and was unaware of the concerns we raised during the inspection. - Published: 2024-03-21 - **safeguarding** _(critical)_ - Evidence: Not all staff had received adequate training in safeguarding, including how to spot the signs of potential abuse. A staff member told us, 'I can't remember if I did safeguarding training.' - Published: 2024-03-21 - **staff_competency** _(critical)_ - Evidence: The provider told us all staff had been competency assessed as safe to administer medicines. However, when speaking with staff, many confirmed they had not been assessed for medicines, or spot checks. - Published: 2024-03-21 - **medication_management** _(critical)_ - Evidence: Staff supporting people with their medicines without adequate training placed people at risk of harm... staff told us they had been working and administering medicines without being trained. - Published: 2024-03-21 - **staff_training** _(critical)_ - Evidence: Not all staff had received adequate training in moving and handling, safeguarding, or medication administration, this placed people at risk of harm from improper or unsafe practices. - Published: 2024-03-21 - Finding - Evidence: Nominated individual demonstrated openness and transparency, taking immediate action on inspection feedback. - Published: 2024-03-21 - Finding - Evidence: Service worked in partnership with local hospice and local authority quality team to improve outcomes. - Published: 2024-03-21 - Finding - Evidence: Staff provided with PPE and demonstrated effective infection prevention and control practice. - Published: 2024-03-21 - Finding - Evidence: Safe recruitment checks carried out including DBS checks and employment history verification. - Published: 2024-03-21 - Finding - Evidence: Provider had over-recruited to ensure sufficient and consistent staffing, including evenings, weekends and bank holidays. - Published: 2024-03-21 ### safe - Finding - Learning lessons when things go wrong - Published: 2024-03-21 - Finding - Preventing and controlling infection - Published: 2024-03-21 - Finding - Staffing and recruitment - Published: 2024-03-21 - Finding - Using medicines safely - Published: 2024-03-21 - Finding - Assessing risk, safety monitoring and management; safeguarding - Published: 2024-03-21 ### well_led - Finding - Working in partnership with others - Published: 2024-03-21 - Finding - Engaging and involving people using the service and continuous learning - Published: 2024-03-21 - Finding - Promoting a positive culture that is person-centred, open, inclusive and empowering - Published: 2024-03-21 - Finding - Managers and staff being clear about their roles, quality performance, risks and regulatory requirements - Published: 2024-03-21 ## Source Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-231183502 HomeCare Compass is an independent guide and is not affiliated with the CQC.