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Inspection Summary


Overall summary & rating

Good

Updated 18 January 2018

PillarCare agency provides support and care for people in their own homes across a number of London boroughs, predominantly in the north, west and south west London.

This inspection was at short notice, which meant the provider and staff did not know we were coming until 48 hours before we visited the service. At the last inspection on 24 November 2015 the provider met all of the legal requirements we looked at and was rated good.

At this inspection we found the service remained Good.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and a small number of younger disabled adults.

Not everyone using PillarCare agency receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the time of our inspection the provider was also the registered manager. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

People using the service and their relatives told us they felt safe. People were looked after by staff who knew them well and gave them the time and attention they required.

Any risks associated with people’s care needs were assessed, and the action needed to minimise risks was recorded and were updated regularly. Staff were aware of the potential risks that people may face.

Staff respected people’s privacy and dignity and their individual preferences. The people using the service were mostly of the Jewish faith although people of other faiths were also cared for. People were not discriminated against due to their heritage, cultural or religious beliefs, illness or disability.

Staff told us they received training to support them with their role when they joined the service and on a continuous basis, to ensure they could meet people’s needs effectively. Staff training records confirmed this and there was an emphasis on staff obtaining qualifications in health and social care.

The service was diligent with ensuring that the requirements of the Mental Capacity Act (2005) were complied with and proper consultation took place to help protect people’s human rights.

People were encouraged and supported to maintain their independence with no more than the necessary support from staff that was required to help them retain their independence.

People received regular assessments of their needs and the service worked co-operatively with people’s families and other health and social care providers.

People who used the service, relatives and stakeholders had opportunities to provide their views about the quality of the service. The provider worked well to ensure that people were included in decisions about their care. People’s views about how the service was run were respected and taken seriously.

Further information is in the detailed findings below.

Inspection areas

Safe

Good

Updated 18 January 2018

The service remains Good.

Effective

Good

Updated 18 January 2018

The service remains Good.

Caring

Good

Updated 18 January 2018

The service remains Good.

Responsive

Good

Updated 18 January 2018

The service remains Good.

Well-led

Good

Updated 18 January 2018

The service remains Good.