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North London Homecare & Support Limited Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 10 April 2019

About the service:

•North London Homecare and Support Limited is a domiciliary care agency.

•It provides a personal care support service to people with a learning disability or autistic spectrum disorder, a mental health condition, a physical disability, sensory impairment, dementia, older people and younger adults living in their own homes and in supported living services.

•Not everyone using North London Homecare and Support Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

•At the time of the inspection, it was providing personal care support to 39 people.

People’s experience of using this service:

•People and relatives told us the registered manager and office and care staff were exceptionally caring and this was evident in the whole ethos of the organisation.

•People received high-quality and person-centred care where staff knew people extremely well.

•People were encouraged to live their lives as independently as possible.

•People were encouraged to voice their wishes and aspirations and supported to live their dreams.

•Lesbian, gay, bisexual and transgender people were encouraged to use the service, and received personalised care that met their individualised needs.

•People were supported to identify and access activities that were meaningful and improved their wellbeing.

•The registered manager demonstrated exceptional leadership which positively impacted people’s and staff’s lives and the whole organisation.

•The registered manager had created excellent community links that benefitted people. They had a strong focus on reducing isolation and loneliness in the community.

•Staff were well supported, and their views and opinions listened to and used to improve the care delivery.

•Staff developed highly positive and trusting relationships with people and their relatives.

•Staff were provided with equal and inclusive developmental opportunities to progress their careers with the provider.

• The service was safe. People and relatives told us staff provided safe care. The provider ensured people's safety by involving outside organisations in promoting safety.

•People were supported by sufficient staff who were suitably recruited, and knew the risks associated with people’s needs and how to manage them safely.

•People were protected from the risk of abuse, harm, poor care and neglect.

•People’s needs were assessed before they started to receive support, and received consistent, timely and effective care.

•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 were encouraged to live healthy lives with effective support from staff.

•People’s end of life care needs was met sensitively.

•People and relatives were satisfied with how complaints were addressed.

•The service met the characteristics of outstanding in caring and well-led.

Rating at last inspection:

•Good (report published 14 June 2016)

Why we inspected:

•This was a planned inspection to check that this service remained Good.

Follow up:

•We will continue to monitor intelligence we receive about the service until we return to visit as per our reinspection programme. If any concerning information is received we may inspect sooner.

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

Inspection areas

Safe

Good

Updated 10 April 2019

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 10 April 2019

The service was effective.

Details are in our Effective findings below.

Caring

Outstanding

Updated 10 April 2019

The service was exceptionally caring.

Details are in our Caring findings below.

Responsive

Good

Updated 10 April 2019

The service was responsive.

Details are in our Responsive findings below.

Well-led

Outstanding

Updated 10 April 2019

The service was exceptionally well-led.

Details are in our Well-Led findings below.