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Inspection Summary


Overall summary & rating

Good

Updated 10 September 2019

About the service

Care Outlook (Hackney) is a domiciliary care service registered to provide personal care support to people with a learning disability, autism spectrum disorder, sensory impairment, people who misuse drugs and alcohol, people with an eating disorder, mental health, older people, physical disability, and younger adults. 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. At the time of the inspection 147 people were receiving personal care support.

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

People and their relatives told us staff were kind and caring. People and their relatives told us they were very happy with the service.

People had regular care staff who were punctual and let them know if they were running late.

Care records were up to date, person centred and comprehensive. Risk assessments were in place. Staff were able to tell us how they cared for people to mitigate these risks. However, end of life care was not always explored.

We have made a recommendation about end of life care.

People and their relatives told us that the service was very responsive to any issues or concerns they had.

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.

The provider had quality assurance systems in place.

People’s cultural and religious needs were respected when planning and delivering care. Discussions with the registered manager and staff showed that they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service.

The provider had a complaints procedure in place.

There were aspects of the service that were well led, but the registered manager was aware they needed to refine and improve some aspects of the assessment process for people.

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 14 September 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration and when the service had begun to provide care to people.

Follow up

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

Inspection areas

Safe

Good

Updated 10 September 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 10 September 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 10 September 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 10 September 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 10 September 2019

The service was not always well-led.

Details are in our well-led findings below.