You are here

Archived: Carers Trust Hillingdon Good

Inspection Summary


Overall summary & rating

Good

Updated 28 October 2016

The inspection was carried out on 19, 20 and 23 September 2016 and the inspection was announced. The service was given 2 working days’ notice because the location provides a domiciliary care service and we wanted to make sure someone would be available to speak with us. Telephone calls to gain feedback about the service from people and relatives were made on 22 and 23 September 2016. This was the first inspection under the current registration with the Care Quality Commission.

Carers Trust Hillingdon is a charity and offers support to people who require help with day to day routines including personal care, a respite care service, companionship, meal preparation, light housework, shopping and accompanying people to appointments and activities. At the time of our inspection there were 50 people receiving personal care. The provider, Carers Trust Thames is an independent registered charity. Carers Trust Thames is a network partner of Carers Trust.

Some aspects of the service had not been monitored effectively so issues had not always been picked up and addressed. Action was being taken to improve the auditing of the service and improve monitoring. The issues identified had not had an impact on people’s care and safety.

Procedures were in place to safeguard people against the risk of abuse. Staff understood the importance of keeping people safe and reporting any concerns.

Risks were being assessed and where required action plans put in place to minimise them. Staff knew the action to take if someone was unwell including summoning the emergency services.

Staff recruitment procedures were in place and being followed. There were enough staff available to meet the needs of people using the service.

Where they were involved with supporting people with medicines, staff understood medicines administration procedures and provided people with the support they needed to take their medicines safely.

Staff received training and supervision to provide them with the knowledge and skills to care for and support each person effectively.

Staff respected people’s rights to make choices about their care and support and knew to act in their best interests.

People were supported to maintain their nutritional intake and were assisted with meals if required.

Staff understood the importance of maintaining people’s health and knew how to access healthcare input if people required it.

People and their relatives were very happy with the service and said staff were kind and treated them with dignity and respect. They said staff took the time they needed to provide the care and support they required.

Care records were person-centred and reflected people’s individual needs and wishes. Staff read and understood these so they could give people the care and support they needed.

People’s care and support was reviewed annually and whenever any changes in their care were identified, so people’s needs continued to be met.

Procedures for raising complaints were in place and people and relatives knew how to raise any concerns so they could be addressed.

People and relatives could contact the service easily and at any time they needed to and said the management team were approachable and supportive. Staff also said the management team were supportive and approachable and enjoyed working for the service.

Inspection areas

Safe

Good

Updated 28 October 2016

The service was safe. Procedures were in place to safeguard people against the risk of abuse. Staff understood the importance of keeping people safe and reporting any concerns.

Risks were being assessed and where required action plans put in place to minimise them. Staff knew the action to take if someone was unwell including summoning the emergency services.

Staff recruitment procedures were in place and being followed. There were enough staff available to meet the needs of people using the service.

Where they were involved with supporting people with medicines, staff understood medicines administration procedures and provided people with the support they needed to take their medicines safely.

Effective

Good

Updated 28 October 2016

The service was effective. Staff received training and supervision to provide them with the knowledge and skills to care for and support each person effectively.

Staff respected people’s rights to make choices about their care and support and knew to act in their best interests.

People were supported to maintain their nutritional intake and were assisted with meals if required.

Staff understood the importance of maintaining people’s health and knew how to access healthcare input if people required it.

Caring

Good

Updated 28 October 2016

The service was caring. People and their relatives were very happy with the service and said staff were kind and treated them with dignity and respect. They said staff took the time they needed to provide the care and support they required.

Care records were person-centred and reflected people’s individual needs and wishes. Staff read and understood these so they could give people the care and support they needed.

Responsive

Good

Updated 28 October 2016

The service was responsive. People’s care and support was reviewed annually and whenever any changes in their care were identified, so people’s needs continued to be met.

Procedures for raising complaints were in place and people and relatives knew how to raise any concerns so they could be addressed.

Well-led

Requires improvement

Updated 28 October 2016

The service was not always well-led. Some aspects of the service had not been monitored effectively so issues had not always been picked up and addressed. Action was being taken to improve the auditing of the service and improve monitoring. The issues identified had not had an impact on people’s care and safety.

People and relatives could contact the service easily and at any time they needed to and said the management team were approachable and supportive. Staff also said the management team were supportive and approachable and enjoyed working for the service.