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Inspection Summary

Overall summary & rating


Updated 18 April 2018

This was an announced inspection that took place on 23 February 2018.

This service is a domiciliary care agency. It provides live in personal care to people living in their own houses and flats. It is located in the Kingston area and supports people in the Kingston, Richmond, Wandsworth and Wimbledon areas of South London and some areas of Surrey.

At the last inspection on 25 January 2017, we asked the provider to take action to make improvements regarding risks to people, and this action has been completed. In addition we asked the provider to make improvements to service quality audits and this action has been completed.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions safe and well-led to at least good.

At this inspection all the key questions were rated good with an overall rating of good.

There was 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 providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People said they were satisfied with the care and support that the agency supplied.

The agency records were up to date and covered each aspect of the care and support people received, the support choices they had made and identified that they were being met. They contained clearly recorded, fully completed, and regularly reviewed information that enabled staff to perform their duties well.

Staff were aware of their responsibilities to the people they supported, regarding the tasks they performed and the way that people liked to be supported. Staff provided care and support in a professional, friendly and kind way that was focussed on the individual as a person.

Staff knew that they must treat people equally and respect their diversity and human rights. People said they felt treated fairly. Staff had received appropriate training, were knowledgeable and made themselves accessible to people and their relatives. Staff said the organisation was a good place to work and they enjoyed their work.

Staff encouraged people and their relatives to discuss health and other needs with them and passed on agreed information to GP’s and other community based health professionals, as required. Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s likes, dislikes and preferences were met.

The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

The registered manager was approachable, responsive, encouraged feedback from people and consistently monitored and assessed the quality of the service provided.

Inspection areas



Updated 18 April 2018

The service was safe.

People said they were safe. There were appropriate numbers of skilled staff that followed effective safeguarding, infection control and risk assessment procedures.

Lessons were learnt when things went wrong.

People�s medicine was administered safely and records were up to date. Medicine was audited, safely stored and disposed of if no longer required.



Updated 18 April 2018

The service was effective.

People received care and support from well trained and qualified staff. Their care plans monitored food and fluid intake and they were encouraged to eat healthily.

The agency was aware of the Mental Capacity Act and its responsibilities regarding it.

The provider worked to challenge and prevent discrimination, both by engaging with the public and supporting people in ways that challenged existing stigma and discrimination.

Staff worked well together internally and across organisations.



Updated 18 April 2018

The service was caring.

People�s opinions, preferences and choices were sought and acted upon and their privacy and dignity was respected and promoted by staff.

Staff provided support in a friendly, kind, caring and considerate way. They were patient, attentive and gave encouragement when supporting people.



Updated 18 April 2018

The service was responsive.

The agency re-acted appropriately to people�s changing needs and reviewed care plans as required. Their care plans identified the individual support people needed and records confirmed that they received it.

People told us concerns raised with the agency were discussed and addressed as a matter of urgency.



Updated 18 April 2018

The service was well-led.

The management team was visible and supportive with an open, person-centred culture. Staff were proud of working for the provider, which had clear person-centred values that staff applied to their work.

The manager, management team and organisation enabled people to make decisions and supported staff to do so by encouraging an inclusive atmosphere.

There were robust systems to assess, monitor and improve the quality of the service people received. People and their relatives were involved in these processes and in the development of the service.