The Care Quality Commission
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Care U Care Ltd

Overall: Good read more about inspection ratings

4 Greyhound Road, London, W6 8NX 07495 654455

Provided and run by:
Care U Care Ltd

All Inspections

During an assessment under our new approach

Date of assessment 4 May 2025 to 30 June 2025.

Care U Care Ltd provides personal care to people in their own homes.

There were 13 people using the service when we carried out the assessment, and 10 were receiving personal care.

During the assessment we contacted 6 people or their relatives, and 10 care staff for their feedback about how people’s personal care needs were being met.

We looked at 29 quality statements and found that people received care, and support that was safe, and provided by professional, competent, and well-trained staff. The provider recruited staff appropriately, and people were enabled, and supported to take acceptable risks in a proactive, encouraging, manner that enhanced their quality of life. This also reduced their social isolation. People received support from staff who worked well as a team, and provided joined up, integrated care. This included involving external healthcare professionals. The provider promoted a holistic approach to care, and this enhanced people’s independence, by giving them choices. This was regarding the service they received, and control over when they received it. The service recorded people’s consent to care, and treatment, and they were encouraged, and supported to maintain healthy diets. The provider monitored the support provided to encourage, and drive improved experiences, and outcomes for people. People, and their relatives told us the service was well managed, and the staff treated people with kindness, compassion, and as individuals, making sure they received equitable service experiences. The service was well led, with good governance, and effective monitoring systems. At the last assessment, the service was rated overall requires improvement with requires improvement in safe, effective, responsive, and well-led. Caring was rated good. At this assessment, the rating has improved to overall good, with good in safe, effective, caring, responsive, and well led.

28 April 2023

During a routine inspection

About the service

Care U Care Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to younger disabled adults, older people, including people living with mental health issues.

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 the inspection the provider was supporting 22 people, with 15 of them receiving personal care.

People’s experience of using this service and what we found

Although the issues we found did not directly impact the level of care and support people received, significant improvements were needed with the level of detail and information of the care records in place.

Important information and guidance for care staff to follow related to people’s care and support was not always recorded or in place.

Safer recruitment practices were not always followed. The providers monitoring processes were not always effective as they had not picked up all the issues we found during this inspection. Key records related to people’s care and support were not available at the time of the inspection.

People and their relatives were happy with how their care and support was being delivered and told us staff knew how to keep them safe and had a good understanding of their needs. One relative said, “There are no issues so far and all has gone well. They seem to be very adaptive and willing to listen. We are very happy with the service.”

Staff completed shadowing observations when they were introduced to people to help them understand how they liked to be cared for. Staff told us this was helpful and beneficial to their role.

People were supported by staff who felt valued and supported in their role. Staff told us the registered manager was understanding and helped carry out care visits when cover was needed.

People, their relatives and health and social care professionals gave positive feedback about times when they felt staff, including the registered manager, went above and beyond their duties to ensure people’s needs were met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service was registered with us on 11 November 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have identified 4 breaches in relation to person centred care, safe care and treatment, recruitment practices and good governance.

We have made 2 recommendations about ensuring capacity assessments are completed in line with best practice and the recording of concerns and complaints.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.