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

Archived: Spencer and Arlington

221-223 Chingford Mount Road, Chingford, London, E4 8LP

Provided and run by:
Spencer & Arlington Limited

All Inspections

10, 13, 20 December 2013

During an inspection in response to concerns

We visited two supported living sites and went on one home care visit. We spoke to nine staff, seven relatives and five people who used the service. We found that people were satisfied with the service they received. Where people could not tell us their experience verbally, we observed positive interactions between them and staff.

People told us that they were able to do what they enjoyed with the support of the staff. One person said, "staff help me all the time." Another said, "they listen to what I want.'

We reviewed four care plans and compared the information with the daily logs and what staff told us and found no discrepancies.

We found that people's health, safety and welfare was protected when more than one provider was involved in their care. We saw evidence that people received treatment from other professionals such as psychologists, dentists and district nurses.

Staff were up to date with safeguarding training and were able to tell us the different types of abuse, how and where to report any allegations of abuse. Staff had experience in care and held National vocational qualifications NVQ. They were knowledgeable about the people they looked after and how to meet their needs both at home and in the community.

There was an effective complaints system although this system had not worked for one family who still had an ongoing complaint. All other complaints had been resolved in a timely manner.

We found that records reflected people's current conditions and were stored appropriately.

During a check to make sure that the improvements required had been made

At our previous inspection on 2 January 2013, we found that peoples views were collected, however they were not always followed up. During this desk top review, we found that the provider had improved the systems and ensured that follow up phone calls were implemented and logged.

2 January 2013

During a routine inspection

People told us that they were treated with dignity and respect. A relative told us that staff were, " very respectful and I feel they do have my husbands interests at heart. They do know him well and take on board XXX as an individual.' We found that people were involved in their care and had knowledge about their care and treatment. We saw evidence that care was assessed planned and reviewed regularly. All care plans had up to date risk assessments which were specific to the individual.

People and their relatives told us that they felt safe and knew how to raise concerns if they had any. Staff had received training in protecting vulnerable adults and could identify different types of abuse and what to do if they witnessed or suspected abuse was happening.

Staff were adequately trained and received annual appraisals and regular supervision as well as unannounced spot checks. Staff told us they felt supported. Most people were satisfied with the care they received. One relative said, "I am happy with the quality of service."

We found that there were mixed reviews about how well Spencer and Arlington resolved aspects relating to care packages. Most people were satisfied with the care however one third of the people we spoke to and half of the surveys we reviewed raised concerns about the length of time staff spend in people's homes, lack of consistent staff and not always being informed that staff will visit later in the day.