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Archived: Lifted

Overall: Good read more about inspection ratings

68-80 Hanbury Street, London, E1 5JL (020) 4516 6004

Provided and run by:
Better Home Care Services Limited

Important: This service is now registered at a different address - see new profile

Latest inspection summary

On this page

Background to this inspection

Updated 19 November 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

Lifted is a domiciliary care agency. It provides personal care to people living in their own homes.

The service did not have a manager registered with the Care Quality Commission. A registered manager is a person who is legally responsible for how the service is run and for the quality and safety of the care provided. At the time of the inspection the new manager, who had started in September 2019, was in the process of completing their registered manager application.

Notice of inspection

We gave the provider three days’ notice because we needed to ensure somebody would be available to assist us with the inspection.

Inspection activity started on 21 October and ended on 1 November 2019. We visited the office location on 23 and 24 October 2019 to see the senior management team, manager, office staff and to review care records and policies and procedures. We made calls to people and their relatives between 21 October and 1 November 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. This included any significant incidents that occurred at the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We spoke with two people who used the service and two relatives for their experiences of the service they received. We used all of this information to plan our inspection.

During the inspection

We reviewed a range of records. This included four people’s care records and five staff files in relation to recruitment, training and supervision. We also reviewed records related to the management of the service, which included quality assurance audits, complaints, incidents and accidents and minutes of team meetings. We also had a demonstration of how the provider’s app worked, including how care workers documented shifts, how alerts were received and managed and how people and their relatives could communicate with the office through the app.

We spoke with seven members of staff. This included the manager, the chief executive officer and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with the operations analyst, the customer success analyst and two care workers.

After the inspection

We made further calls to people and spoke with one more person who used the service and a further three relatives. We also spoke with a further four care workers.

Overall inspection


Updated 19 November 2019

About the service

Lifted is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to younger disabled adults and older people, some living with dementia. 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.

At the time of the inspection the provider was supporting 17 people across London and Essex, with 13 people receiving personal care.

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

People and their relatives were positive about the caring and compassionate attitude of the whole staff team. One person said, “My carer is amazing and I can’t praise them enough. They are a great person to have in the care industry and they have given me great support.”

Lifted is a tech enabled domiciliary care agency and they have developed their own app which monitors care visits and enables people and their relatives to get real time updates on the care and support provided. It operated a paper free office where files are digital and stored online, which is secure and encrypted.

Relatives were confident that the provider was keeping their family members safe. Relatives told us the provider’s app gave them reassurances that care visits had been completed and they could check up to date wellness information about the most recent visit.

People and their relatives felt the service was personal and the provider listened to them about their care and support needs. We received positive feedback about how accommodating and flexible the service was.

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

People and their relatives were positive about the management of the service and felt any issues would be listened to and dealt with appropriately. Feedback confirmed people and their relatives felt comfortable approaching the management team if they had any concerns.

People were supported by a motivated staff team who felt valued and appreciated by the provider. Staff spoke positively about the support they received and the working environment which they felt promoted people’s and their own health and wellbeing.

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

Rating at last inspection

The service was registered with us on 14 November 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the registration date of the service.

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.