The Care Quality Commission

Archived: Community Support Service

Whitton Community Resource Centre, 1 Britannia Lane, Whitton, Middlesex, TW2 7JX (020) 8898 4949

Provided and run by:
London Borough of Richmond upon Thames

All Inspections

9 November 2012

During a routine inspection

During the telephone interviews we carried out people made positive comments about the service.

They told us they felt respected, safe and were involved in decision-making about the care they received. They said the service staff were very approachable, listened to their views, acted on them and treated them with respect. One person told us "I am happy with the service and can't think of anything to improve it".

They commented that the service was in regular contact, visited them, asked them what they needed and they felt they were getting the service they wanted. They told us it was regularly reviewed, updated and generally delivered on time. Someone said "They ring up and let me know if my session has been cancelled".

They found staff friendly, competent and flexible in adapting their working practices to provide a good quality of service. A person told us "They really help you".

They were also aware of how to make a complaint and who to.

During an inspection looking at part of the service

We inspected the service in July 2011. At this inspection we found that the service needed to make some improvements. The manager has provided us with evidence that the service is now compliant in all outcomes. On this occasion we did not visit the agency or speak to people who use the service. However when we visited in July 2011, people told us that they were happy with the service. They said that the staff supported them to do things that they would find difficult without this support. Some of the things people said were, 'this service is very useful', 'they help me with lots of things like shopping, cleaning, cooking, budgeting and the staff are very friendly and helpful' and 'the staff are kind'.

We spoke to some of the other professionals who support people. They told us that they felt the Community Support Service had an important role helping people to learn new skills and live independently.

28 July 2011

During a routine inspection

People who use the service told us that they were happy with this. They said that the staff supported them to do things that they would find difficult without this support. Some of the things people said were, 'this service is very useful', 'they help me with lots of things like shopping, cleaning, cooking, budgeting and the staff are very friendly and helpful' and 'the staff are kind'.

We spoke to some of the other professionals who support people. They told us that they felt the Community Support Service had an important role helping people to learn new skills and live independently.

The manager told us that the support they offered for each person was agreed and funded by the local authority care management team who assessed people's needs. She said that sometimes Community Support Service staff found that people needed more support than they were contracted to give. She told us that sometimes this meant people were at risk.