Archived: London Borough of Hounslow Home Care

We found that people had signed their agreement to the planned support and any risk management plans and had also consented to information being shared with other professionals on a 'need to know' basis. People's needs had been assessed and an appropriate support plan developed that was reviewed as people's needs changed.

Staff worked closely with other professionals such as social workers, occupational therapists, physiotherapists and discharge nurses to ensure that people's needs were met effectively.

The service had arrangements in place to protect people from abuse and staff were able to demonstrate that they understood their responsibilities in relation to protecting people and reporting any concerns.

The service had effective quality monitoring systems in place that supported the continual development of the service.

We looked at the care records for 10 people. They contained a completed assessment and support plan that guided staff in the action they should take to support people's recovery. This included people's preferences such as what they wished to be called and their preferred language.

The service had appropriate procedures in place in relation to protecting people from abuse and responding to concerns about people's welfare. Staff received training and were able to demonstrate the action they would take if they had concerns about someone's welfare.

New staff received a detailed induction. The staff we spoke with told us they were provided with ongoing training to support their role and this was confirmed by the training records viewed. Staff training that had been completed included training on reablement, mental capacity; person centred planning and written communication. Staff received ongoing management support.

The service had an effective complaints management system.