Our current view of the service
Updated
16 October 2025
Date of assessment: 21 October 2025 to 11 November 2025.
Fortune Smiles Service Ltd is a domiciliary care agency and is based in the London Borough of Redbridge. The service provides personal care to people in their own homes. 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.
This inspection was prompted by a review of the information we held about this service. As a result, we undertook a responsive inspection to review the key questions of Safe, Effective Responsive and Well-Led only. The inspection team consisted of 1 inspector.
During the assessment, we looked at 28 quality statements. We carried out a site visit to the service on 24 October 2025. Our assessment was announced. This means we gave the service 48 hours' notice prior to our visit taking place because staff were often out of the office providing care to people. We needed to be sure that they would be in.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
We spoke with the director, 9 staff, 2 people living at the service and 1 relative.
People's experience of the service
Updated
16 October 2025
At our last inspection, we identified shortfalls in the service relating to people's ability to give informed consent, particularly where individuals lacked the mental capacity to make certain decisions. We also found that the provider’s systems for assessing, monitoring, and improving the quality and safety of the service were not robust. At this assessment, we found the service had made improvements.
The service was able to demonstrate how they were meeting the underpinning principles of Right support, Right care and Right culture.
Right Support: People felt safe with staff. Staff knew how to support people. People told us that they were actively engaged in making decisions regarding the care and support they received.
Staff received training to perform their roles effectively. Safeguarding systems were in place to ensure people were safeguarded from abuse.
Right Care: Risk assessments were in place to ensure people received safe care. Medicines were being managed safely. There were recruitment systems to recruit staff safely. Staff were caring when supporting people and had a good relationship with them.
Right culture: Quality assurance systems were in place. Feedback was sought from people, relatives and staff to ensure there was a culture of continuous improvement. People were supported to express their views. The registered manager developed a positive organisational culture, actively collaborating with external health and social care professionals. Through this partnership, individuals’ health and wellbeing were consistently maintained, and continuity of care was assured.