# Enabling Care for You Limited Head Office

*Operated by Enabling Care For You Limited.*

Enabling Care for You Limited Head Office is a CQC-regulated home-care agency in Tonbridge.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 10/06/2023

## Practical info

- Postcode: TN11 0LT
- Registered manager: Potter, Philippa
- Local authority: Kent
- Region: South East
- City: Tonbridge
- Last CQC check: 10/Jun/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Provider had a clear person-centred vision; questionnaires, newsletters and social media used to engage staff and people.
  - Published: 2023-06-10
- Finding
  - Evidence: Managers met regularly to review incidents and an on-call system was in place for out-of-hours staff support.
  - Published: 2023-06-10
- Finding
  - Evidence: Registered manager understood duty of candour responsibilities and acted immediately to update care plans during inspection.
  - Published: 2023-06-10
- Finding
  - Evidence: Positive feedback from health professionals about responsiveness and flexibility of the service.
  - Published: 2023-06-10
- Finding
  - Evidence: Strong multi-disciplinary working with GPs, District Nurses, Occupational Therapy and Speech and Language Therapy.
  - Published: 2023-06-10
- Finding
  - Evidence: People felt safe and confident that concerns would be listened to; safeguarding responsibilities understood.
  - Published: 2023-06-10
- Finding
  - Evidence: Effective infection prevention and control measures in place with sufficient PPE for staff.
  - Published: 2023-06-10
- Finding
  - Evidence: Staff had been recruited safely with checks on employment history, references and DBS maintained.
  - Published: 2023-06-10
- **communication_with_families** _(minor)_
  - Evidence: I do feel like communication with managers not the greatest. They could touch base more. Personally, I don't feel well communicated with and involved.
  - Published: 2023-06-10
- **staff_training** _(minor)_
  - Evidence: Others said training needed to improve as it was mostly eLearning (computer-based learning) and they would prefer more practical training.
  - Published: 2023-06-10
- **record_keeping** _(moderate)_
  - Evidence: Information was missing from care plans about people's holistic needs which could impact their mental health and wellbeing. Some of the information in care plans was inaccurate and contradictory.
  - Published: 2023-06-10
- **governance** _(moderate)_
  - Evidence: Systems to monitor care calls were ineffective, the provider had not identified where calls overlapped. The provider had no system in place to identify when calls were cut short.
  - Published: 2023-06-10
- **governance** _(critical)_
  - Evidence: Audits did not maintain a good oversight of all aspects of the service delivered to people. People's care records and risk assessments were not always accurate or up to date.
  - Published: 2023-06-10
- **missed_or_late_visits** _(moderate)_
  - Evidence: Staff don't turn up on time if other people ill. My early morning call is later, it should be earlier.
  - Published: 2023-06-10
- **staffing_levels** _(critical)_
  - Evidence: Calls to people were planned in a way that did not account for travel time and overlapped. Staff said, 'I was running from one to another, driving like a maniac to get there.'
  - Published: 2023-06-10
- **medication_management** _(critical)_
  - Evidence: There were gaps in people's medicine administration records (MAR). Although we could see there were reasons for the gaps by cross referring to other documentation this was not a safe way.
  - Published: 2023-06-10
- **medication_management** _(critical)_
  - Evidence: Important information about when and how medicine required as and when (PRN) should be administered was missing from people's care plans.
  - Published: 2023-06-10
- **care_planning** _(critical)_
  - Evidence: Care plans continued to lack important information and guidance for staff to refer to when supporting people with specific health needs such as diabetes, epilepsy, and catheter care.
  - Published: 2023-06-10

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-06-10
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-06-10
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-06-10
- Finding
  - Staffing and recruitment
  - Published: 2023-06-10
- Finding
  - Using medicines safely
  - Published: 2023-06-10
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-06-10

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-06-10
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-06-10
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-06-10
- Finding
  - Continuous learning and improving care
  - Published: 2023-06-10
- Finding
  - Managers and staff being clear about their roles, quality performance, risks and regulatory requirements
  - Published: 2023-06-10
- Finding
  - Working in partnership with others
  - Published: 2022-06-22

## 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/1-3020182099

HomeCare Compass is an independent guide and is not affiliated with the CQC.