Archived: Care Outlook (London Office)

Below is a summary of what we found. The summary describes the records we looked at and what people using the service, their relatives and the staff told us.

Is the service safe?

People told us they were treated with kindness and in a respectful manner by care staff and the managers at the office. We looked at 20 care records and saw the provider ensured that staff and people understood the care support staff provided and people received. Staff demonstrated that they were aware of how to report, manage and respond to concerns raised by people and staff.

There were systems in place so staff were able to learn from events such as incidents, compliments, complaints and safeguarding alerts. Procedures for dealing with emergencies were in place and staff were able to describe these to us. This helped to reduce the risk to people and improved the quality of the care they received.

Is the service effective?

People had an assessment of their needs before receiving care and support, from this information individual care plans were developed. People told us they had copies of the care plans which detailed the support they received. Care plans identified people's wishes, concerns, risk assessments and a management plan to minimise risks identified. Peoples' needs were assessed and appropriate support was provided to people to meet those needs and reduce risks.

Is the service caring?

People told us that staff were kind and helpful. Staff were aware of the individual needs and preferences of the people they provided care for. We saw that people were supported to be independent as able.

Is the service responsive?

People told us they were able to choose when the wanted to make changes regarding their care. For example when a person required the carer to visit them earlier than their normal visit time, because they had to attend a hospital appointment. We saw were staff had accommodated this request.

Staff supported people with their decisions and made arrangements with the person so that they were able to have their needs and wishes listened to. We saw that the service made

arrangements with people for additional health and social care support when required.

Some records had not been updated appropriately when changes had occurred to people's care needs. Other records were not signed by a supervisor or manager, as appropriate.

Is the service well led?

People told us they were able to raise and discuss concerns with staff or the manager as appropriate. There were quality assurance systems in place and staff had regular team meetings, care plan reviews and spot checks.

People knew how to make a complaint if they were unhappy with any aspect of the service. There was a complaint process available to people and their relatives. Staff were asked for their views of the service.

We found that people using the service had up to date support plans in place, but that not all of them had up to date risk assessments. We saw that the majority of the support plans were signed by either the person using the service or a relative, which indicated they had been involved in the planning.

Staff were able to explain to us the signs of abuse, and knew the steps to take if they had concerns about any of the people they were caring for.

We saw that staff had appropriate policies and procedures in place for medicine administration, and that the provider had put a plan in place to rectify recent shortcomings in this area.

Staff had access to training on a regular basis, but they were not receiving regular supervision.

The systems in place to monitor the quality of the service were not being effectively used.

We found that a number of records were not being kept up to date.