London Borough of Ealing Reablement Service

Updated 5 March 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was a comprehensive inspection that took place on 22 and 24 January 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because the location provides a domiciliary care service and we needed to be sure the manager would be available to speak with us.

The inspection visits were carried out by one inspector. On 23 January 2018 an expert by experience undertook telephone calls to gain feedback about the service from people using the service and relatives of people using the service. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. Before the inspection we reviewed the information we held about the service including the PIR and notifications. Notifications are for certain changes, events and incidents affecting their service or the people who use it that providers are required to notify us about.

During the inspection we viewed a variety of records including care records and individual risk assessments for seven people, the medicines administration record charts for one person and three staff recruitment records. We also viewed safeguarding records, audit and monitoring records and sampled the provider’s policies and procedures.

We spoke with eight people using the service, two relatives, the nominated individual, the head of service for older adults and adult support, the manager, two team leaders and eight care workers. We also received written feedback from one relative.

Updated 5 March 2018

This inspection was announced and took place on the 22 and 24 January 2018.

The Reablement Service is run by the London Borough of Ealing. It provides short term packages of support to adults of all ages, usually following discharge from hospital, and also where a concern to someone’s welfare had been identified. It is registered for the regulated activity of personal care. At the time of inspection 80 people were using the service.

At the last inspection, the service was rated Good. At this inspection we found the service remained Good.

People felt safe, were safeguarded from the risk of abuse and staff knew the action to take if they had any concerns. There were enough staff to meet people’s needs and recruitment procedures were followed to ensure only suitable staff were employed. Risks were assessed and identified so action could be taken to minimise them. Infection control protocols were being followed. Staff received training so they could support people to manage their medicines safely. The provider was open to learning from events to improve practice.

People were assessed and a plan put in place to meet their needs and promote and regain their independence. Staff undertook recognised training in health and social care and received ongoing training to provide them with the skills and knowledge to care for people effectively. People received any support they required with food and drink and they were also supported to access healthcare services if required. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People and relatives were happy with the care and support people received. Staff were friendly and respectful, maintaining people’s privacy and dignity. Staff understood people’s individual care and support needs and worked with them to meet these. People’s religious and cultural needs were identified so they could be respected.

Care records were clear and person centred and people were reviewed at two weekly intervals to monitor their progress and review the care and support they required accordingly. People were given copies of the complaints procedure and said they would feel able to raise a concern if they had one. There had been no complaints since the last inspection and the service received many compliments from people who had used the service.

The manager was experienced and with the team leaders followed processes to ensure the service was being managed effectively. The provider was actively recruiting for a permanent manager to register with the Care Quality Commission. Monitoring processes were in place and being followed to maintain a good standard of service provision.

Further information is in the detailed findings below.