Westminster Homecare Limited – West London

Updated 17 February 2025

Date of assessment: 24 February to 25 April 2025. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.At the time of our assessment 115 people were using the service, 90 of whom were receiving support with personal care.

The last rating for this service was good (report published 5 February 2020). We carried out this assessment because there had been an increase in the number of concerns received, including the outcome from the Local Authority’s PAMMs assessment. Local authorities use the Provider Assessment and Market Management Solution (PAMMS) to assess the quality of care provided by adult social care providers. We looked at all the quality statements and were satisfied that appropriate action had been taken to address recent concerns and the overall rating for this service remains good.

People received a safe service, were protected from abuse or neglect and had their human rights promoted. The service followed safe recruitment processes and there were enough staff deployed to support people. There were effective processes to ensure people’s medicines were managed and administered safely. Care and risk management plans were individualised and met the needs of people using the service. Staff knew people well and understood how they liked to be supported with their individual needs. There was a clear management structure and staff felt supported in their roles. The provider sought feedback from people, relatives and staff and used this to develop the service. There were effective systems in place to monitor the quality of the service and identify when improvements were required.

Updated 17 February 2025

People told us they knew who to contact if they had any issues and they were comfortable raising concerns. People said they received safe care and support from staff that worked collaboratively and communicated well with other professionals. People told us staff helped them to recognise risks in their daily lives and took action to reduce these as much as possible. People knew about their care plans and risk assessments and had been involved in compiling them.

People we spoke with told us they were happy with the care staff and believed they were recruited properly, skilled and appropriately trained. People said they felt the service employed enough staff, who always completed all the tasks they were required to do. People said care staff followed appropriate infection control procedures. The people who received support with their medicines told us they were happy with the way the service and care staff managed these.

People told us that care staff always sought consent before doing anything for them and worked in accordance with their wishes. People told us they were supported to maintain their independence. They said the care and support they received was personal to them. Most people said they had regular care staff, who knew them and their needs very well.

People said they felt they were treated fairly and supported in accordance with their individual needs and wishes. Nobody had experienced any discrimination or inequality. People told us the care workers helped them access external resources when they needed them.