You are here

Archived: Care Outlook (Hillingdon) Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 22 February 2020

About the service

Care Outlook – Hillingdon is a domiciliary care service providing personal care and support for people in their own homes. The majority of people receiving support had their care funded by the local authority. At the time of the inspection the service provided support for approximately 305 people. 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 and what we found

Medicines were not always managed in a safe way to ensure they were administered appropriately and as prescribed.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

People’s care plans did not always provide accurate information relating to the care and support they needed, so staff had all the information they needed to care for people.

The provider had a range of audits in place, but the audits in relation to care plans and the administration of medicines did not always provide appropriate information to identify where actions for improvement were required.

People told us they felt safe when receiving care. The provider had processes in place for the recording and investigation of complaints and incidents and accidents. Risk management plans were in place providing care workers with guidance on how to minimise risks for people using the service.

The provider had a recruitment process and there were enough care workers allocated to provide support based upon the care needs of people. Care workers received the training and supervision they required to equip them with the skills to provide care in a safe and effective way.

People told us they felt the care workers provided support in a kind and caring manner while encouraging them to maintain their independence whenever possible.

People had an assessment of their care and support needs completed before they started to receive care from the service. People were supported to access healthcare professionals when required.

The provider worked with other professionals and organisations to help ensure people had access to equipment and support in a timely manner as well as supporting people to take part in activities to reduce the risk of social isolation.

People using the service and care workers felt the service was well run.

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

Rating at last inspection

The last rating for this service was Good (published 11 July 2017).

Why we inspected

This was a planned inspection based on the previous rating. We have found evidence that the provider needs to make improvements. Please see the Safe, Responsive, Effective and Well Led sections of this full report. The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection.


We have identified breaches in relation to person centred care, need for consent, safe care and treatment and good governance at this inspection. Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 22 February 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 22 February 2020

The service was not always effective.

Details are in our effective findings below.



Updated 22 February 2020

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 22 February 2020

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 22 February 2020

The service was not always well-led.

Details are in our well-Led findings below.