The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Excelcare Homecare Ltd Ealing Office

Saunders House, 52-53 The Mall, London, W5 3TA (020) 8579 4147

Provided and run by:
Excelcare (Home Care Division) Limited

Important: This service is now registered at a different address - see new profile

All Inspections

12 June 2013

During a routine inspection

We spoke with ten people using the service or their representatives, five care workers and the agency's registered manager. People told us they were happy with the care and support they received. Their comments included 'they always do everything I need and it's all written down' and 'they're very good, it's always the same care worker and she's never late.'

We looked at the care plans for six people using the service. We saw that the care plans detailed their needs and the support their care workers should provide. The plans were updated regularly and people were involved in reviewing the care they received.

The provider had policies and procedures for safeguarding adults and children using the service. Care workers understood the procedures and were trained to identify possible abuse.

We looked at the personnel files for six care workers and saw that the provider had carried out appropriate checks before care workers started to work with people using the service.

There were procedures in place for responding to complaints. People using the service told us they knew how to make a complaint and they were confident they would be listened to. Actions taken by the provider in response to complaints were well recorded and people's complaints were resolved to their satisfaction, wherever possible.

13 July 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We spoke with 15 people who received a service or their relatives over the telephone and visited three people in their homes to find out about their experiences of the support they have received from the agency. We also spoke with the manager and four care workers.

All people who spoke with us told us staff respected their privacy and dignity and called them by their preferred names. They all said staff treated them with respect. One person said 'we have mutual respect for each other'. Another said 'they speak softly and show great respect'. We found that although people's needs were reviewed promptly when there were changes, care plans and risk assessments were not reviewed routinely every six months according to the agency's policies and procedures, so that these accurately reflected people's current needs.

People who use the service and relatives confirmed they had a copy of the care plans in their houses and that they could read these whenever they wanted to. They told us people's care and support was discussed and they were involved in making decisions and to plan how people should be cared for or supported. The relative of one person said 'I have been involved right from the beginning in working out a care plan'.

All people said that staff were competent and knew how to meet their needs appropriately. One person said 'they seem very skilled and that gives me confidence'. Another said 'the care workers appear to be very well trained.

Where people had concerns they said they had contacted the office and prompt action was taken to address their concerns.