The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Majlish Homecare Services

2-10 Osborn Street, London, E1 6TD (020) 7377 0097

Provided and run by:
Majlish Homecare Services

All Inspections

6 August 2013

During an inspection looking at part of the service

At our previous unannounced inspections of Majlish Homecare Services on 24 April 2013 and 08 May 2013 we were concerned that people using the service did not experience care, treatment and support that met their needs and protected their rights.

During our follow up inspection on 6 August 2013 we spoke with four people using the service, ten relatives of people using the service and 18 members of staff including the management team, a member of the board of trustees, office based staff and care workers. We received 26 written responses to a survey sent out in English and Bengali to people using the service.

We found the provider had not met the standards identified in our previous inspection. Planning and delivery of care were inappropriate to meet the service users individual needs and ensure their safety and welfare.

People who used the service were not adequately protected from the risk of abuse, because the provider had not taken reasonable steps to identify the possibility of abuse and to prevent abuse from happening. People were cared for by staff who were not supported to deliver care and treatment safely and to an appropriate standard. Staff did not receive appropriate training, professional development, supervision and appraisal.

The provider did not have an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others. Complaints were not always responded to appropriately.

24 April and 8 May 2013

During a routine inspection

We carried out a scheduled inspection of Majlish Homecare Services and a second responsive inspection following a number of telephone calls from staff raising concerns about the service. We also received a call from a relative of someone using the service informing us of concerns they had about the way care was reviewed by the provider.

The service provided care to 250 people. We spoke with relatives of six people using the service. We also spoke with 12 members of staff including the management team, office based staff, care workers and the registered manager.

People told us their relative liked the service because it was culturally appropriate and their carers understood their culture and spoke their language. They told us their relative was treated with respect and kindness by their care worker.

People using the service were not protected from abuse because a large number of staff had not received up to date training on child protection and safeguarding of vulnerable adults. Individual risk assessments were not consistently reviewed to keep people safe.

Some staff told us they had concerns about the process used for completing risk assessments. They also told us they felt unsupported in their role.

People we spoke with were unsure of the process for making complaints and had experienced delays in receiving responses to their complaint.

The provider did not have appropriate systems in place to assess or monitor the quality of the service provided.

10 August 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.

We used telephone interviews and home visits to people who use the service and care workers and to their carers to gain views about the service. We spoke on the telephone to five people who use the service and visited three people and their carers in their own homes.

All of the people we spoke with were positive about the quality of care they received. They felt safe and supported receiving care. People told us care workers understood their needs. They all said they knew their care workers well. They said the care workers arrived on time.

Everyone who used the service said they were treated respectfully. People said that care workers understood their rights and their need to have their dignity and privacy maintained. They said that care workers were 'polite and friendly' in working with them and their families.

People said that care wokers had a good understanding of their cultural needs. This included care workers and other staff using the commonly accepted cultural form of address for older people.

People were aware of their care plan and how it reflected their needs, although some people emphasised concerns that commissioned care commissioned did not always meet their needs. People said that coordinators visited and reviewed their care regularly.