- Homecare service
Ealing Office
Assessment report published 1 September 2025
Contents
Ratings
Our view of the service
Date of assessment 12 May to 20 June 2025. The service is a care at home service providing support to adults of all ages living with physical disabilities, learning disabilities and mental health conditions. We carried out this assessment as the service had a rating of requires improvement. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
The provider recruited staff safely. Medicines were managed safely. There were effective systems in place to ensure accidents and incidents were recorded and actions taken to address concerns. People were protected from harm or abuse as the provider had a clear system in place to address any safeguarding concerns. Staff were kind and caring. The provider worked with health care professionals to ensure people had good quality care. Care plans were detailed and included people’s likes and preferences. People and relatives told us they were happy with the care and support provided by the service. Governance systems were effective, and the quality of care was checked regularly. At out last inspection of the service the provider was in breach of regulations in medicines, governance and risk plans. At this assessment the provider had made improvements and were no longer in breach of regulations.
People's experience of this service
People and relatives told us the staff were caring and kind. People and relatives said the service was responsive to people’s needs. Everyone we spoke with told us they were happy with the care provided by the staff. One relative said, “They are very good with [my relative] who has dementia. They go above and beyond. They've never missed any calls, and the times are quite good for example they come three times a day.” Another person said, “I was in hospital recently and the manager arranged extra visits to make sure I was okay.” Overall, the comments from everyone were very positive in all aspects of the care being delivered. People experienced good person-centred care. Staff knew people well and could meet people’s needs. Care planning and reviews were done regularly, and people were involved in them. No one we spoke with had any complaints but said they would raise one if they had to and felt assured it would be addressed.