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Archived: Mears Care London West Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 27 September 2019

About the service

Mears Care London West is a domiciliary care agency providing personal care and support to people living in their own homes within the London Borough of Hillingdon. Most people had their care funded and organised by the local authority. At the time of the inspection there were approximately 144 people receiving support from the agency.

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.

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

The provider had a complaints procedure that was offered to all people. However, they did not always follow their own complaint procedure in that complainants did not always receive a full and comprehensive response after their complaints had been fully investigated. The provider’s quality assurance mechanisms had also not identified this shortfall, so this could be rectified.

People using the service and their relatives gave us mixed views about not being told if care workers were running late. Some people's experience was that the service did not communicate effectively with them, while other understood that the service offered a two-hour window around the appointment time.

Despite some concerns regarding lateness, people reported they felt safe with the care workers who supported them. There was a safeguarding policy and clear procedures in place. Care workers were aware of how to raise a safeguarding concern. They knew how to keep people safe and received training in safeguarding adults. Care workers were recruited safely and underwent all the necessary checks. medicines were also managed safety.

There was information available throughout people's support plans which enabled staff to provide person centred care. People and their representatives had been involved in the care planning process.

Risks to people's health and well-being were identified and managed by staff. Each person had a risk assessment and risk management plans that identified, managed and mitigated those risks found.

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

Staff had developed caring relationships with people, which respected their dignity and privacy and promoted their independence. People's care and support met their needs and reflected their personal preferences. People were supported to eat their meals according to their preferences.

The provider worked in partnership with key organisations such as healthcare professionals to plan and deliver an effective service for the people who were receiving care.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 27 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified a breach in relation to the handling of 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 for 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 return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 27 September 2019

Is the service safe?

The service was safe.

Details are in our safe findings below.



Updated 27 September 2019

The service was effective.

Details are in our effective findings below.



Updated 27 September 2019

Is the service caring?

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 27 September 2019

Is the service responsive?

Details are in our responsive findings below.

The service was not always responsive.


Requires improvement

Updated 27 September 2019

Is the service well-led?

The service was not always well-led.

Details are in our well-Led findings below.