- Homecare service
London Borough of Merton - Reablement Service
Assessment report published 5 September 2025
Contents
Ratings
Our view of the service
Date of assessment 16 July 2025.
London Borough of Merton - Reablement Service specialises in providing a reablement service to people when they leave hospital. The service is provided, free of charge, for up to six weeks and supports people to learn skills to help them live independently at home. The service is registered with the Care Quality Commission (CQC) to provide personal care and support and there were following a stay in Hospital.
At the time of this inspection there were 36 people using this service. The 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.
We looked at all 5 key questions and 33 quality statements during this assessment. Based on the findings of this inaugural CQC assessment we have rated them good overall.
People were safeguarded from the risk of harm and abuse, staff understood how to raise concerns with the relevant authorities if they suspected people were at risk. The provider assessed risks to people, including those in relation to their home environment and equipment. Staff were recruited safely, and they were supported through a robust induction, training and supervision. Where required, people were supported to take their medicines in a safe way.
Appropriate assessments were completed before the provider began supporting people. Staff reviewed assessments, taking account of people’s communication and personal care needs. Consent to care was agreed with people when they first began to use the service. People and, where appropriate, their next of kin were supported to give informed consent and agreed to their packages of care.
They supported people to achieve their outcomes as stated in their original assessments. The provider worked with health and social care professionals to ensure people received joined up care.The success rate of the service was measured at 82% of those people receiving reablement service leave the service without ongoing care and the remaining with a reduced package of care.
The provider was exceptional at monitoring and supporting people to achieve their stated aims/goals and at promoting people’s independence. They ensured that outcomes were positive, consistent, target focussed and achievable.
The provider was exceptional in meeting people’s immediate needs, providing support at short notice and ensuring any equipment needed was in place.
People were involved in decisions about their care and were involved in planning their care. People were confident the provider would listen to any feedback, including any complaints and act on it. People received fair and equal care and treatment.
Leaders and staff had a shared vision and culture. Leaders were visible, knowledgeable and supportive. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. The provider had established its quality assurance and governance checks to ensure they continued to provide a good service.
People's experience of this service
People told us they were happy with the support and overall service they received from the provider. They said the provider helped them to achieve their reablement goals so that they could continue to live independent lives where possible.
They said they felt safe in the presence of staff and that any risks to them were minimised through staff support. Comments included, “He did feel safe with the carers, and they knew what would have needed doing”, “I felt absolutely safe with them all” and “They even got me equipment to support him.”
People said staff were competent in their roles and timekeeping was manged relatively well, “They all appear to be trained well and know how to do the things that are required. I have never had to call the office out of hours”, “The carers that do come are well trained and they do know what they are doing” and “They were well trained and treated her in a respectful way.”
We received positive feedback about the caring attitude of staff and how people were supported to remain independent. Typical comments included, “The staff were respectful towards her and always asked her consent before they did things. They all seemed to be caring, and we were very happy with them”, “I was very happy with the people who came to me and they reassured me at a time when that was needed. They were all kind people” and “They are all easy to talk with and they are compassionate and caring towards me. I have not had any complaints at all.”
People were fully involved in planning their care. They said, “I was involved with my care plan and it has been quite an adjustment for me. Overall I am happy with the service”, “I was involved with the care plan and that is followed as it states. It is all being done as it should be” and “The lady from the office came out to us when we began having them. She was lovely. They are all marvellous and very caring.”
Feedback about the management of the service was equally positive.