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Inspection Summary

Overall summary & rating


Updated 4 August 2021

About the service

This service is a domiciliary care agency and is based in the London Borough of Havering. Burney House, Office K provides 24-hour live-in care and support to younger adults and older people living in their own homes.

At the time of the inspection, the service was supporting 17 people.

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

A medicine support plan was in place for each person, which included information on how to support them with medicines. However, we found accurate records of medicine administration had not been kept. Audits had not identified the shortfalls we found with medicine records. We made a recommendation in this area.

Robust quality monitoring systems were not in place. Feedback through telephone monitoring was not being recorded to ensure continuous improvements were being made to improve care.

Risk assessments had been carried out to ensure people received safe care. Pre-employment checks such as references had been sought to ensure staff were suitable to support people. Systems were in place to monitor staff time-keeping and prevent infections.

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

Rating at last inspection and update

The previous rating for this service was Good (published 6 March 2019).

Why we inspected

We received concerns in relation to staff approach and communication. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

The overall rating for the service has remained the same. This is based on the findings at this inspection.

We have found evidence that the provider needs to make improvement. Please see the well-led section of this report.

You can read the report from our last comprehensive inspection, by selecting the ‘Burney House, Office K on our website at

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 4 August 2021

The service was safe.

Details are in our safe findings below.



Updated 4 August 2021



Updated 4 August 2021



Updated 4 August 2021


Requires improvement

Updated 4 August 2021

The service was not always well-led.

Details are in our well-led findings below.