We carried out a review of the data available to us about Care Concern (Homecare) Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Care Concern (Homecare) Limited, you can give feedback on this 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. At the time of our inspection, 33 people were using the service, 26 of whom were receiving personal care and all were paying for their own care.
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
People told us the staff supported them in a very responsive way and met their individual needs. People told us they received excellent care and the staff always went above and beyond. They were involved in making decisions and developing their own care plans which reflected their needs and their preferences. Care staff were passionate about their work and had the right skills to deliver 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 consistently 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 and relatives thought the staff were very caring and communicated effectively with them. They told us the staff responded to their needs and requests promptly and always treated them with respect and kindness. The staff delivered exceptional care to people and made them feel valued.
People felt safe with the staff who supported them and told us their 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 senior staff and care staff promoted 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. They learned from any incidents or near misses and ensured these were discussed and used to improve service delivery.
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, regular refreshers and had their competencies assessed to help them deliver a high-quality service. 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 regularly sought people’s views about the service and where concerns were identified, an action plan was put in place to make the necessary improvements. We saw evidence people were satisfied with the support they received and had no complaints.
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
The last rating for this service was outstanding (published 28 June 2019).
Why we inspected
We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.
Follow up
We will continue to monitor the service and will re-inspect based on the rating of outstanding. We may re-inspect earlier if we receive concerns about the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
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 last inspection on 16 September 2016 (published 17 November 2016), we undertook a comprehensive inspection. We rated caring and well led outstanding and the other key questions good. Therefore the overall rating for the service was outstanding.
Why we inspected: This was a scheduled inspection based on previous rating of outstanding.
Follow up: We will continue to monitor the service and will re-inspect based on the rating of outstanding. We may re-inspect earlier if we receive concerns about the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
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 professionals to meet their needs.
People were given support to ensure they could prepare and eat a varied and healthy diet of their choice.
There were a sufficient number of staff to meet people's needs and staffing levels were 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. The provider delivered support and guidance to staff to ensure they were equipped to carry out their roles. Care workers felt valued by the provider and the senior team and supported in their roles.
People’s consent was obtained before any care was given. Where people had difficulty making decisions the principles of the Mental Capacity Act 2005 were followed to ensure people's rights were protected.
People and their relatives were involved in planning their care and their views about how this should be delivered were recorded and respected.
Information about the service, the management, the facilities, and how to complain was provided to people.
People told us their privacy was respected and they were supported in a way that respected their dignity and independence. The care workers promoted people's independence and encouraged them to do as much as possible for themselves.
Staff understood that people's needs could fluctuate daily and they were able to provide a flexible and responsive approach to changes in need.
The service routinely reviewed people's needs and were quick to respond to their changing needs.
The agency regularly sought people's views about the quality of the service they received and their views were listened to. The provider took action to make improvements based on feedback from people, relatives and care workers.
The provider and management team were passionate about the values of the agency and committed to providing the very best service to people. This passion and commitment had been cascaded to all staff who spoke positively about people's rights and their role to enable people to live meaningful and empowered lives.
The provider had a proactive and effective system for monitoring the quality and safety of the service and ensuring the ongoing improvement of service delivery. The managers were honest and transparent in their leadership of the service. A healthcare professional told us, "I have no qualms in recommending Care Concern (Homecare) Ltd and my experience has been that of a consistently well led and caring company.”