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London Homecare Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 27 May 2020

About the service

This service is a domiciliary care agency and is based in the London Borough of Havering. CQC only inspects where people receive personal care. The service provided personal care to adults in their own homes. 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 our inspection, the service provided personal care to six people.

People’s experience of using this service

The provider was failing to ensure the service was meeting regulations. Audits had not been carried out on medicines to ensure medicines were being managed safely. Sufficient risk assessments were not in place to ensure people received safe care at all times. Pre-employment checks had not been carried out to ensure staff were safe to support people.

Regular supervisions had not been carried out to ensure staff were supported to carry out their roles. We made a recommendation in this area.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

There was no system in place to evidence that people had been involved in the decisions about the support they received. People’s communication abilities had not been included in their care plans. We made a recommendation in this area.

Robust pre-assessments systems were not in place to ensure people received support in a person-centred way. Quality assurance systems were not in place to identify shortfalls and take prompt action to ensure people always received safe care.

People told us they were safe when supported by staff. People told us staff were punctual and systems were in place to monitor time keeping. Systems were in place for infection control and to learn from lessons following incidents.

Staff had been trained in key areas to perform their role effectively. People received care from staff who were kind and compassionate. Staff treated people with dignity and respected their privacy. Staff had developed positive relationships with the people they supported. They understood people’s needs, preferences, and what was important to them.

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 11 February 2019 and this was the first inspection.

Why we inspected

This was a planned inspection based on when the service started to provide the regulated activity of personal care. The service registered with the CQC on 11 February 2019 and started to provide the regulated activity of personal care on September 2019.

We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well-led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

Enforcement

We have identified breaches in relation to risk assessments, pre-employment checks, need for consent and good governance at this inspection.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will discuss with the provider prior to this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 27 May 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 27 May 2020

The service was not always effective.

Details are in our effective findings below.

Caring

Requires improvement

Updated 27 May 2020

The service was not always caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 27 May 2020

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Inadequate

Updated 27 May 2020

The service was not well-led.

Details are in our well-led findings below.