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Westminster Homecare Limited (West London) Good

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Inspection report

Date of Inspection: 9 October 2012
Date of Publication: 22 November 2012
Inspection Report published 22 November 2012 PDF | 88.34 KB

Overview

Inspection carried out on 9 October 2012

During a routine inspection

We spoke with five people using the service or their relatives and six members of staff to get their views about the quality of the service people received. We also received feedback from one Local Authority that commissions services from the Agency.

People said they were involved in the way their care and support was planned and were able to say how they wanted to be cared for and supported. They were also involved in the review of their care. They informed us that their care workers respected their privacy and dignity. They thought that care workers were well trained and knew how to care for them appropriately. People said they were informed when their care workers were late and alternative arrangements were made if their usual care worker could not visit them.

People reported that they had the necessary information to contact the office if they were not satisfied with their care or worried about their safety and were confident that their concerns would be taken seriously and addressed. Staff however did not always have all the necessary information to enable them to raise concerns if this was needed to safeguard people against the risk of abuse and poor care.

The provider carried out a satisfaction survey, spot checks and telephone surveys of people or their relatives to get feedback about the quality of services provided. The provider however has not ensured that a yearly audit and quarterly audits were completed according to it�s quality assurance procedure.