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This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 8 January 2020

About the service

Bridgewater House is a domiciliary care agency. It provides personal care to mostly older people living in their own homes in the London Borough of Hillingdon. It also supports some adults who are living with dementia and adults who have physical or learning disabilities. At the time of our inspection the service was providing care to 36 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

People told us they felt safe. Where there were risks to people’s safety and wellbeing, these had been assessed and the provider had done all that was reasonably practicable to lessen those risks.

People's care and risk management plans set out the care tasks they required help with and these contained personalised information about people and their preferences for how they liked to be supported.

There were robust systems in place to monitor the quality of the service and recognise when improvements were required. The provider was transparent and there was clear communication within the team, so they learnt from mistakes and made improvements when things went wrong.

We received positive feedback from people and their relatives about using the service. One person said, “The carers are very nice, we have a laugh. I look forward to them coming” and another stated, “They are kind and caring, they do things as I want.” People said staff were caring and treated them with dignity and respect. Staff sometimes provided extra support and assistance to people when this was not part of people's contractual care arrangements.

The provider made sure there were enough staff to support people. Staff usually arrived at people’s homes on time. Staff received induction, training and supervision and felt supported in their roles.

The provider sought feedback from people and relatives and used this to develop the service. People and staff were confident they could raise any concerns they had with the registered manager and felt they would be listened to.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The registered manager and senior staff were responsive to and worked in partnership with other agencies to meet people’s needs.

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

Rating at last inspection and update

The last rating for this service was good (published 20 June 2017). Since this rating was awarded the service has moved premises and has changed the location’s name. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

The overall rating for the service has remained good. This is based on the findings at this inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 8 January 2020

The service was safe.

Details are in our safe findings below.



Updated 8 January 2020

The service was effective.

Details are in our effective findings below.



Updated 8 January 2020

The service was caring.

Details are in our caring findings below.



Updated 8 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 8 January 2020

The service was well-led.

Details are in our well-led findings below.