Westminster Homecare Limited – West London

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People we spoke with told us they had been fully involved in having their needs assessed and compiling their care plans and risk assessments. People told us their care and support were regularly reviewed and their care plans were updated if changes were needed. A person’s representative told us, “My relative has been re-assessed and is going to move to a residential placement.” Another person’s representative said, “We had a new assessment 3 weeks ago.”

Staff told us people’s assessments covered all aspects of health and social care that may be required, including mental and physical health, as well as people’s individual and preferred methods of communication. Staff told us they understood people’s needs, because information from the initial assessments fed into their care plans, which were regularly reviewed and kept up to date.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People’s specific needs were clearly recorded within their care plans, which meant staff had accurate and up to date information to meet people’s needs. A member of staff told us there was clear information in the care plans for new service users or people they didn’t know well. This person explained, “Yes I occasionally cover. I always check the notes for changes. We have good communication. Everyone writes in their notes so you can read them before you go in.”

People and their representatives told us they could discuss their care and support with the staff and make adjustments where necessary. Staff completed appropriate training and had access to relevant policies, procedures and guidance. This supported them in their roles and helped ensure appropriate working practices were followed. Staff supported people with their eating and drinking where required and respected people’s preferences and cultural needs, as well as their physical dietary needs.
 

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff communicated effectively with each other, as well as other health and social care services, to promote continuity and make sure any changes in people’s health were identified quickly and responded to. For example, staff explained how they had made referrals to social services for people to be re-assessed, when there were changes in their circumstances. A member of staff told us how they had contacted the emergency services when a person was seriously unwell and followed their advice. Staff also told us how they called the office and contacted the GP when people were unwell.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives wherever possible.

Staff explained how they monitored some people’s intake of food and drink and supported them to have a variety of meal choices, particularly where they lacked cognitive awareness about nutrition and healthy eating. Staff also told us that people’s care plans contained information in respect of dietary needs, allergies and health conditions such as diabetes. A member of staff told us, “I know about all my service users. If they are new, I always check whether they have diabetes and their dietary needs. Everything I need is there [in the care plan].” Another member of staff said, “If they are diabetic, all the dietary advice about what they can eat is there [in the care plan]. I know if they are allergic to anything like milk. It is important and you have to get to know them.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Staff told us that regular quality assurance spot checks were carried out by senior staff. These helped make sure the care and support people received was safe and being carried out to a good standard.Staff also told us there was regular information sharing throughout the service to help make sure people’s needs continued to be met the way they wanted and needed. A member of staff told us, “I do personal care, shopping and housework etc. If I feel there is not enough time on a call [to meet the person’s needs] I tell the office they need to review it.”

People and their representatives told us they were regularly asked for feedback and could usually talk to someone in the office at any time. People said they felt comfortable and able to speak up if they had any concerns about anything. A person’s representative told us, “The manager is easy to get along with [name] is very efficient and approachable.”Some people and their representatives explained how, for various reasons, they had needed to request a change of care staff. People said their comments and requests had been listened to and the changes had resulted in an improvement to the service they received.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff we spoke with demonstrated a good understanding of the Mental Capacity Act 2005 (MCA) and said they had completed training in this area. Records we looked at also confirmed this. Staff described situations where they had needed to act in people’s best interests and they understood the need to offer choice and wait for permission before providing support. A member of staff told us, “I never make them do things. I ask, ‘can I help you?’ You must treat people with respect, dignity and compassion. You can’t say, ‘I’m going to give to you.’ You have to say, ‘Can I support you with a wash?’