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PHC Health Care Ltd London

Overall: Good read more about inspection ratings

45A High Street, Cheshunt, Waltham Cross, EN8 0BS (020) 8396 7411

Provided and run by:
PHC Health Care Ltd

Latest inspection summary

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Background to this inspection

Updated 16 July 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection was completed by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post. The registered manager was also the provider.

Notice of inspection

We gave the service 72 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider would be able to support the inspection.

Inspection activity started on 19 April 2022 and ended on 05 May 2022.

What we did before the inspection

We reviewed information we had received about the service since registering with CQC. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with one person who used the service and four relatives about their experience of the care provided. We spoke with three members of staff including the registered manager and care staff. We also received written feedback from four members of care staff.

We reviewed a range of records. This included two people’s care records and medication records. We looked at two staff files in relation to recruitment and multiple records relating to staff training, supervision, and those relating to observations and monitoring staff practice. A variety of records relating to the management of the service, including audits, surveys and quality assurance records were also reviewed.

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as phone calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

Overall inspection


Updated 16 July 2022

About the service

PHC Health Care Ltd London is a domiciliary care service registered to provide personal care to people living in their own homes.

At the time of our inspection there were six people using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People told us they felt safe receiving care from staff. There were clear procedures in place to enable them to raise any concerns, should they have any. Risks to people’s health, safety and well-being were assessed and regularly reviewed. The safety of people and staff was monitored and well managed by the provider.

People had continuity of care. There were sufficient numbers of staff to meet people's needs and to manage any changes to the services required. Safe recruitment processes were followed to make sure the right staff were employed.

Medicines were managed safely. Infection prevention and control practices were followed by all staff.

People's needs, choices and preferences were assessed prior to receiving care and support from the service. Staff worked together to ensure that people received consistent, coordinated care and support.

Staff received the training, supervision and support they needed. People were confident that the staff had the skills and knowledge to meet their needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and relatives consistently praised the caring attitudes of the staff. The provider was passionate about providing high-quality care which promoted respect, dignity and independence in every aspect of people’s lives. Spots checks, quality assurance processes and surveys all assessed the observance of these values and the adherence to the ethos of the service.

People were involved in decisions about their care and support. There was a clear focus on delivering a personalised service to people which met their needs and preferences.

People and relatives were encouraged to express their views and opinions about the service received. People, relatives and staff told us the provider was responsive to all forms of feedback. A complaint's procedure was in place, should anyone wish to raise a concern or complaint.

The provider carried out audits and checks to monitor the quality and safety of the service. People, relatives and staff felt engaged with the service and were confident that their views and opinions were valued by the provider. Quality assurance records demonstrated the provider used all information and feedback they received to shape the service provided so people's needs could be better met and to facilitate learning for all staff.

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

Rating at last inspection

This service was registered with us on 31 August 2018 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service and based on the date of registration.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.