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Care Concern (Homecare) Limited Outstanding

This service was previously registered at a different address - see old profile

Reports


Inspection carried out on 20 May 2019

During a routine inspection

About the service: Care Concern (Homecare) Limited provides a range of services to people in their own home including personal care. Most of the people who used the service were older people, some of whom were living with the experience of dementia.

Not everyone using Care Concern (Homecare) Limited received a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection, 35 people were receiving personal care and all were paying for their own care.

People’s experience of using this service:

People received care and support that was very responsive to their individual needs. People told us they received ‘excellent’ care. They were involved in developing their own care plans which reflected their needs and their preferences. Care staff were skilled in delivering people’s care in the way they preferred and which improved their quality of life. People reaching the end of their lives received outstanding care and support from staff.

The service was exceptionally well led. The provider and management team were passionate about providing an outstanding service to people to enable them to live meaningful lives. Their values were shared with the care staff who held strong person-centred values and delivered care that reflected these.

There was an open and positive culture which focused on people who used the service, and this was strongly embedded in every area of the service delivery.

People told us that the staff were very caring and communicated effectively with them, responded to their needs promptly and treated them with respect and kindness. The staff knew people well and delivered exceptional care to people and made them feel valued. The provider and senior team were passionate about promoting person-centred values and ensured these were followed consistently by all staff.

People’s needs were met in a safe way. Staff received training in safeguarding adults and knew how to recognise signs of abuse and how to report any concerns.

The agency focused on promoting people’s independence while helping them to stay safe. They assessed risks to people’s safety and wellbeing and there were guidelines on how to reduce these.

People were supported to manage their medicines safely. Staff were observant and responded promptly to any changes in people’s health. They worked closely with other health care professionals to meet people’s health care needs.

People were supported with their nutritional needs and these were met according to people’s choices.

There were enough staff available to meet the needs of people who used the service according to their individual assessed needs. This was flexible according to people’s changing needs. The provider followed safe recruitment practices to ensure that staff were suitable to work with people who used the service.

Staff received training that helped them to deliver a high-quality service to people. Staff told us they felt valued and supported by the management staff and felt confident in their role.

People’s consent was obtained before support began. Where people had difficulty making decisions about their care and support, the provider followed the principles of the Mental Capacity Act 2005 to ensure people’s rights were protected.

People knew how to make a complaint and felt confident that any concerns would be taken seriously. We saw that concerns were addressed in line with the provider’s policy and procedures.

The provider sought people’s views about the service and where concerns were identified, an action plan was put in place to make the necessary improvements.

There was an effective system of quality assurance. Senior staff undertook regular audits to identify where improvements were needed and took appropriate action to address these.

Rating at last inspection: At the

Inspection carried out on 16 September 2016

During a routine inspection

We undertook an announced inspection of Care Concern (Homecare) Limited on 16 September 2016. We told the provider two working days before our visit that we would be coming because the location provided a domiciliary care service for people in their own homes and the manager and staff might be not be available.

Care Concern (Homecare) Limited provides a range of services to people in their own home including personal care. All the people using the service were older people, some of whom were living with the experience of dementia. At the time of our inspection 54 people were receiving personal care in their home and all were paying for their own care.

This was Care Concern (Homecare) Limited’s first inspection at this location since registering on 21 July 2014. Care Concern (Homecare) Limited is an independent provider which provides a homecare service to the elderly across Ealing, Acton, Chiswick and the surrounding areas. The provider was previously running at another location and had been operating since 1993.

There was a manager in post who was being registered with the Care Quality Commission at the time of our inspection. They had been working for the company since May 2005. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. We received evidence that the manager's application had been successful two days after our inspection.

People told us that the care workers were extremely caring and communicated effectively with them, responded to their needs promptly and treated them with kindness and respect. The care workers knew people well and were exceptional at delivering care that made people feel valued. The service regularly went above and beyond the agreed care package to deliver sensitive and caring support to people. The provider and senior team were passionate about promoting person centred values as the basis of the service and ensured these were followed consistently by the care staff.

The whole staff team understood the importance of ensuring people's emotional needs were met as well as their physical needs. All the staff had been trained in end of life care to ensure they provided sensitive and compassionate care for people who were reaching the end of their life and a member of the senior team was scheduled to attend a ‘train the trainer’ course in this subject in October 2016. A recently bereaved relative told us their family member had received an ‘excellent service’ and had been treated with care and compassion.

People received care that was responsive to their individual needs. People told us that the care they received was "Brilliant". They were involved in developing care plans that reflected their needs and their preferences and care workers were skilled in delivering their care in the way they preferred.

The service was exceptionally well led. One person told us "They are absolutely brilliant! I wish I had switched to them earlier.” The provider and the senior team were proactive in keeping up to date with relevant best practice guidance in person centred care and the care of people living with the experience of dementia. They encouraged and enabled the care staff to improve their knowledge and skills on an ongoing basis.

People’s needs were met in a safe way. Care workers had received training in the safeguarding of vulnerable people. They knew how to recognise signs of abuse and how to report any concerns.

Risks to people's wellbeing were assessed and action taken to reduce these. The service focused on keeping people safe whilst promoting their independence.

People were supported to manage their medicines in a safe way. Staff responded quickly to changes in people's health and worked with other health care prof