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Inspection Summary

Overall summary & rating


Updated 8 August 2018

This inspection took place on 12, 16 and 17 July 2018 and was announced. We had inspected the service in 2016 at another location and rated them Good. This was the first inspection of the service at their current location in Havering, London.

The service is a domiciliary care agency. It provides personal care to older people living in their own houses and flats. Not everyone using Anytime 2020 receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the time of our inspection, there were 47 people receiving personal care from the service.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered care homes, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service had a clear management structure and systems for auditing aspects of the service and for gathering feedback to ensure improvement in the quality of care provided. Some people’s care files were not easily accessible to review because of the changes being made to keep documents electronically. The registered manager was working to resolve this issue.

Staff were passionate about their roles and felt supported by the registered manager and senior staff. They had attended various training and had an induction opportunity which introduced them to the service when they started work. They also had ongoing supervision and support from the registered manager.

The service's staff recruitment systems ensured new members of staff had the experience and knowledge and were suitable to support people in their homes. The service had enough staff who were able to support people.

The provider helped to protect people from harm through the provider's adult safeguarding procedure, risk management system and complaints policy. People and relatives felt safe within the service and were clear about the complaints policy.

Where needed, staff supported people with nutrition and hydration. They also supported people with their medicines for those who required this service.

Staff had the training and skills to manage incidents and accidents. They supported people receiving healthcare when and if they needed it.

Staff were caring, respectful and ensured people's privacy. They understood people's support needs, their likes and how they wanted to be supported. The policies of the service and the staff supported people in the least restrictive way enabling them to achieve more independence.

Information about people's needs and how to support them was recorded and followed by staff. The care plans were personalised and reviewed so each person received responsive care to their needs.

The provider worked closely with health and social care providers to meet people's needs.

Inspection areas



Updated 8 August 2018

The service was safe.

The provider had systems to keep people safe from abuse. Staff had been trained to keep people safe and they knew what to do if they had any concerns.

There were enough staff to meet people's care needs. The provider carried out checks to make sure they only employed staff who were suitable to work with people using the service.

Systems were in place to administer, record and audit medicines.

The provider's infection control policy ensured that staff used appropriate equipment to prevent the spread of infection.



Updated 8 August 2018

The service was effective.

People's support needs and details of the action staff had to take to meet these needs were assessed. The registered manager completed and reviewed people�s assessment of needs.

Staff had the training and support they needed to meet people's needs.

People were supported with their nutrition and hydration needs when these were required.

Staff worked with local health and social care services to make sure people received effective care, support and treatment.

The registered manager understood their responsibilities under the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards. People were not deprived of their liberty unlawfully.



Updated 8 August 2018

The service was caring.

People using the service and their relatives told us staff were kind, caring and treated them with respect.

Staff were passionate about their work and motivated to provide people with the best possible care and support.

People were involved in their care.

People received appropriate care to their needs and staff ensured their privacy and dignity.



Updated 8 August 2018

The service was responsive.

Care plans were personalised, contained details of people's support requirements and were reviewed as required.

Staff understood people�s needs, cultural backgrounds, preferences, and provided them with appropriate care.

People were aware of the service's complaints procedure.



Updated 8 August 2018

The service was well led.

The service had a management structure which allowed senior staff to support the registered manager.

People, their relatives and staff felt listened to and supported by the registered manager.

Various auditing and quality assurance systems were used to gather feedback and help improve the service.