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Gentlecare (UK) Limited - London Good

Inspection Summary


Overall summary & rating

Good

Updated 19 October 2018

Gentlecare (UK Limited – London) is a domiciliary care agency. It is registered to provide personal care to people in their own homes. The service provides care to people with a range of care needs including those living with dementia, sensory impairments and physical disabilities. It does not provide nursing care. There were 44 people using the service at the time of the inspection.

Not everyone using Gentlecare (UK Limited – London receives a regulated activity; CQC only inspects the service 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.

This comprehensive inspection was announced. We gave the provider two working days’ notice of the inspection because the service provides care to people in their own homes and we wanted to make sure that the provider was available on the day of the inspection.

The previous comprehensive inspection took place on 9 and 15 February 2016. We rated the service 'Requires Improvement' in the area of Safe. A focused inspection on 22 December 2016 found that the provider had addressed our concerns about the way risks to people were managed and we rated the service ‘Good’ in the area of Safe and ‘Good’ overall.

At this inspection we found the service remained Good.

People using the service and their relatives informed us that they were happy with the care and support that they received. People received consistency of care from staff that they knew.

People using the service told us that staff treated them with respect and they felt safe when staff supported them with their care and other tasks. They told us that staff were caring and reliable and respected their dignity and privacy. Staff knew the importance of respecting people’s differences and human rights.

Arrangements were in place to keep people safe. The service had a safeguarding policy and whistleblowing procedure. Staff knew how to identify abuse and understood their responsibilities in relation to safeguarding people and reporting all concerns.

Risks to people’s safety were identified and monitored. Guidance to manage and minimise any risks of people and staff being harmed was in place. Incidents were investigated and action was taken to minimise risk of future recurrence. Learning from incidents led to improvements in the service.

Arrangements were in place to make sure medicines were managed safely and people received their medicines as prescribed.

Appropriate checks were made before staff started to work to make sure they were suitable to work with people using the service.

The provider ensured that there were enough staff in place with the right skills mix to meet people's needs. Staff understood the importance of obtaining people’s consent before supporting them with personal care and other tasks.

People and where applicable their relatives were fully involved in making decisions about people’s care. The service was flexible and responsive. People were listened to and staff respected the choices they made and supported people’s independence.

People’s care plans were person-centred. They included detailed information about the care people needed and their preferences, so staff had the relevant information that they needed to meet people’s needs.

The service liaised closely with healthcare and social care professionals to make sure people’s needs were met.

People and their relatives had opportunities to feedback about the service and issues raised by them were addressed.

Staff received training and learning which was relevant to their role. They received ongoing support through supervision and day to day contact with the registered manager and other senior staff. The performance and development of staff were regularly reviewed. Staff were encouraged to contribute ideas and suggestions about improving and developing working practices and other areas of the service.

There were a range of s

Inspection areas

Safe

Good

Updated 19 October 2018

The service remains Good.

Effective

Good

Updated 19 October 2018

The service remains Good.

Caring

Good

Updated 19 October 2018

The service remains Good.

Responsive

Good

Updated 19 October 2018

The service remains Good.

Well-led

Good

Updated 19 October 2018

The service remains Good.