Background to this inspection
Updated
21 December 2021
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing the performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection was conducted by one inspector. An Expert by Experience supported the inspection by making telephone calls to people who use the service and their relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service notice of the performance review and assessment. This was because we were carrying out an inspection using remote technology and we needed the provider to send us information in advance for us to review.
The performance review and assessment activity started on 6 December 2021 and ended on 14 December 2021.
What we did before the inspection
We looked at all the information we had about the provider and the provider's website.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with three people who used the service and the relatives of nine other people. We received written feedback from seven members of staff. We looked at a range of records which included, care records for five people who used the service and records relating to six members of staff. We also looked at other records the provider used for managing the service which included audits and quality checks.
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls with the registered manager and nominated individual and electronic file sharing to enable us to review documentation.
The nominated individual is responsible for supervising the management of the service on behalf of the provider.
Updated
21 December 2021
About the service
Harlington Care is a domiciliary care agency providing personal care and support to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our service 29 people were supported with personal care. The majority of people were older adults, although the service was available for any adults needing support.
People’s experience of using this service and what we found
People were happy with the service. They had been involved in planning their care, they felt care was well planned and they told us their needs were met. People using the service and their families liked the staff and had regular care workers who they had good relationships with and knew them well.
The agency worked as part of a multidisciplinary team providing end of life care. This meant they were able to help ensure best practice when supporting people, and their families, at the end of their lives and afterwards.
The staff were well supported. They enjoyed working at the service and enjoyed their work caring for people. They had the training and information they needed and felt the registered manager was helpful and approachable. There were effective systems to make sure only suitable staff were employed and regular checks on their competencies, skills and knowledge.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
There were suitable systems for the management of the service. These including investigating accidents, incidents, complaints and allegations of abuse. There was evidence of learning from these to improve the service. There were also regular audits.
The provider was a member of a number of multi-agency groups providing care and advice to people needing support within North West London.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This was the first inspection of the service since the provider was registered at this location on 15 March 2021. The rating for the previous registration of this service was good (published 19 December 2020).
Why we inspected
This was a planned inspection based on the date of registration.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.