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Inspection Summary


Overall summary & rating

Good

Updated 7 August 2019

Caring Hands East London Ltd provides personal care to people living in their own homes. At the time of our visit, they were providing personal care to 74 people.

People’s experience of using this service and what we found

People and their relatives told us they were happy with the service and staff working there. They felt the service was managed well. However, we found the registered manager did not always notify us of concerns raised about their service.

People using the service told us they felt safe when staff visited them. Staff knew what action they should take and how to report any concerns they had. Risks to people were assessed and reviewed regularly.

The provider undertook all necessary checks before new staff began work for the service. There was sufficient staff to provide people’s care.

Systems were in place to make sure people received their medicines as prescribed, which included staff training. Staff had been trained in a variety of areas and were supported to maintain their skills through supervision, appraisals and refresher training. People had access to appropriate health professionals when required and staff monitored and responded when their health needs changed. People were supported to eat and drink sufficient amounts to meet their needs.

Staff understood the level of support people needed and were familiar with their care and support needs. They respected people's privacy and dignity and promoted their independence. Care plans were individualised and reflected each person’s needs and preferences. People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service did support this practice.

People and their representatives knew how to make a complaint and their views were listened to and acted upon. The management team had a positive culture and was committed to delivering effective care for people. The provider had a number of quality assurance systems in place to monitor the quality of the service, such as surveys, audits and spot checks.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

At the last inspection the service was rated requires improvement (published 13 June 2018).

Previous recommendations:

Following the last inspection, we recommended the provider follow best practice guidelines to ensure all incidents were reported to the appropriate bodies. During this visit we noted further improvements were required.

We also made recommendations about medicines and quality assurance. This was because quality assurance and monitoring systems were not operated effectively. We found improvements were required to the way in which medicines were recorded. At this inspection we found improvements had been made and the provider had acted on our recommendations.

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

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

Inspection areas

Safe

Good

Updated 7 August 2019

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 7 August 2019

The service was effective.

Details are in our Effective findings below.

Caring

Good

Updated 7 August 2019

The service was caring.

Details are in our Caring findings below.

Responsive

Good

Updated 7 August 2019

The service was responsive.

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 7 August 2019

The service was well-led.

Details are in our Well-Led findings below.