The Care Quality Commission

Archived: London Care plc (Acock's Green)

2nd Floor, Arden House, 1102 Warwick Road, Acock's Green, Birmingham, West Midlands, B27 6BH (0121) 706 6001

Provided and run by:
London Care Limited

All Inspections

7 March 2013

During a routine inspection

We found that people were encouraged to express their views and were involved in making decisions about their care and treatment. People had their privacy, dignity and independence respected.

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Staff were familiar with people's care plans and the agreed way to manage risks presented by their needs and conditions. One person told us "They have been absolutely incredible; I wouldn't have any support without them, [the manager] is very good to us and the carers fit our family like a glove. Other agencies that we have used are not a patch on this one."

Action is taken to identify and prevent abuse from happening in the service. Staff told us that they did not feel afraid to speak up and they felt confident that the manager would act on their concerns.

There were effective recruitment and selection processes in place and people told us that they felt safe with staff and they were competent to do the job. One person said, "I could let them go anywhere in the house, they are lovely."

People's personal records were accurate and fit for purpose. We saw that the service held relevant information about people and kept this up to date. Staff records were complete and all records were kept securely and could be located promptly when we asked to see them.

The manager was not yet registered with us. She told us she intended to apply in the very near future.

18 November 2011

During a routine inspection

People using the service were satisfied with the care they received. They told us the carer's were very friendly and helpful. They said they had no complaints at all and were more than satisfied with the service. Comments included: 'I am very happy with my carers and feel very comfortable with them' 'Excellent carers, very professional' 'They deserve a big thank you for all they do for me'.

The management team reviewed each person's care documentation on an annual basis. They spoke to the person and their family to make sure the service provided was of a good standard, and was meeting the needs of the individual.

Comments from relatives included: ' Very happy with the service' ' They are very good at what they do for my dad, it gives me peace of mind'.

As part of this review we also spoke to other professionals such as social workers who used the services provided by the agency for their clients. They told us:'They assess the needs of the client very well and provide an excellent service'.

People who used the service told us that they felt well supported by friendly, professional staff.

People who used the service told us they felt comfortable with talking to the manager or any member of staff if they felt things could be improved. They all said they were very satisfied with the service provided.