- Homecare service
We Do Care (London) Ltd
Assessment report published 10 April 2025
Contents
Ratings
Our view of the service
We Do Care (London) Ltd is a homecare agency providing personal care and support to older people living with dementia, learning disabilities and physical disabilities. Date of Assessment: 20 January 2025.There were 23 people receiving support with personal care. This assessment was carried out without a visit to the location’s office. We used telephone calls to enable us to engage with people using the service, relatives and staff, and electronic file sharing to enable us to review documentation. The last rating for this service was good (published 6 July 2023). At this assessment the rating has changed to requires improvement. We carried out this assessment as part of our routine schedule of assessments. We found 3 breaches of the legal regulations in relation to staffing, safe care and treatment and good governance. The provider did not always assess or mitigate risks to people's health and safety. Staff were not always provided with the training they needed to provide safe and good quality care. The provider’s governance systems and audits were not effective in identifying issues that needed improvement and help ensure that people were not placed at risk of receiving unsafe and inappropriate care. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. We have asked the provider for an action plan in response to the concerns found at this assessment. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website.
People's experience of this service
The assessment was carried out by one 1 inspector and an Expert by Experience. We spoke with 1 person who used the service,8 relatives of people who used the service and 1 external professional. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. People told us they were treated with kindness, compassion and dignity in their day-to-day care and support. People told us, ‘‘They all go a mile further than they need to. They exceed expectations. They think of things I have never thought of’’ and ‘‘They are friendly, polite and treat [person] with respect. ’’There were enough suitable staff employed to meet people’s needs. A person told us ‘’I have regular carers. 14 visits and at least 10 are the same carers’’. People felt comfortable raising a concern or complaint and knew who to contact. A relative told us, ‘‘If I am not 100% happy, I speak to the managers. ’’
While the people we spoke with expressed they were happy with their care, our assessment found the elements of the care did not meet the expected standards.