The Care Quality Commission

Archived: Westminster Carers Service

Sixth Floor, 25-27 Oxford Street, London, W1D 2DW (020) 7434 0670

Provided and run by:
Westminster Carers Service

All Inspections

12 November 2012

During a routine inspection

We were able to speak with six people who use the service. They were all people who had care responsibilities for family members and Westminster Carers Service provided respite care for them and their family members. The carers were all very positive about the service they were receiving. For example one person said it was a "good service" with "kind, respectful and experienced staff". Another said it was "wonderful" and they had never had to complain over a period of twelve years provision.

We found that staff were well trained for the service they provided to people of various ages and with varying needs. Staff received regular, well structured supervision. People received enough information prior to receiving the service. They told us that they would have no qualms about telephoning the office to discuss a concern or seek advice or support.

Care was well planned by the care co-ordinators and delivered by care support staff to meet the needs of both the carers and their family members. There were systems in place to ensure that the quality of that service was reviewed and monitored.

There were systems in place to protect people who use the service from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Staff had received safeguarding training and acted appropriately with their local authority partners when necessary.

5 July 2011

During a routine inspection

People who use the service and relatives made positive comments about the service in the quality questionnaires that the agency sent to them. We did not speak directly to them.

Carers and families are involved in daily decision-making about care provided and feel respected. They said front line staff and the agency generally are very approachable, listen to their views, act on them and treat them with respect.

Some commented that the agency are in regular contact, sometimes visit them, always ask them what they need and they feel they are getting the service they want. They said it is regularly reviewed, updated and delivered on time.

They found staff friendly, competent and prepared to adapt their working methods to provide a good level quality of service.

They are also aware of how to make a complaint and who to.