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16 Westmoreland Road Good Also known as Quality of Homecare Limited

Inspection Summary

Overall summary & rating


Updated 1 January 2020

About the service

Unit 2 Watling Gate is a domiciliary care agency. It provides personal care and support to people living in their own houses and flats in the community. At the time of our inspection the service was supporting 120 people. A number of people using the service were receiving short term ‘reablement’ support to enable them to regain skills following their return home after hospital treatment. At the time of inspection all people using the service received personal care used the service received personal care. This changed on a regular basis as people receiving reablement support regained independence. 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

The care and support provided to people was person centred. People’s care plans and risk assessments included information about their preferred care and support needs and preferences. Guidance for staff on ensuring that people were supported safely and in accordance with their wishes was included in people’s care records.

Staff had received training about safeguarding and knew how to respond to and report any allegation or suspicion of harm or abuse. They understood the importance of reporting concerns immediately.

The service’s recruitment procedures were designed to ensure that staff were suitable for the work they would be undertaking. New staff members were not assigned work until satisfactory references and criminal records disclosures had been received.

New staff received an induction to the service before starting work. All staff received regular training to ensure that they were able to meet the needs of the people they supported. Staff also took part in regular supervision sessions to support them in carrying out their roles.

People and their family were involved in decisions about their care. People had been involved in agreeing their care plans and participated in reviews of the care and support provided to them. People and family members said that staff asked people for their consent to carry out care and support tasks.

Information about people’s religious, cultural and communication needs was included in their care plans. People had been matched with staff who were knowledgeable about 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 were regularly asked about their views of the care and support that they received. Spot checks to look at the quality of care and support had taken place in people’s homes.

Processes were in place to manage and respond to complaints and concerns. People and family members were aware of the service’s complaints procedure and knew how to make a complaint if they needed to.

The provider undertook a range of audits to check on the quality of care provided. Actions had been taken to address any concerns.

For more details, please see the full report which is on the CQC website at

Rating at last inspection:

The last rating for this service was Good (published 4 May 2017).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

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

Inspection areas



Updated 1 January 2020

The service was safe.

Details are in our safe findings below.



Updated 1 January 2020

The service was effective.

Details are in our effective findings below.



Updated 1 January 2020

The service was caring.

Details are in our caring findings below.



Updated 1 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 1 January 2020

The service was well-led.

Details are in our well-led findings below.