The Care Quality Commission
  • Services in your home
  • Homecare service

Absolute Care Services

Overall: Good read more about inspection ratings

4 Latimer Road, Teddington, Middlesex, TW11 8QA (020) 3815 5453

Provided and run by:
Absolute Care Services Ltd

Important: This service was previously registered at a different address - see old profile

All Inspections

During an assessment under our new approach

Absolute Care Services is a domiciliary care agency providing personal care to 126 older people, funded by the London Borough of Greenwich. The last rating for this service was Good (published 30 June 2023). This inspection was prompted by concerns about infection prevention, medicines management, and staff call scheduling. We conducted a targeted assessment focused on 6 quality statements under the key questions: Is the service safe and well-led? The assessment team consisted of an inspector and an Expert by Experience. The on-site inspection was announced, and we gave the provider 48 hours’ notice to ensure the registered manager would be available. Inspection activity began on 22 August and concluded on 28 August 2024. We found no evidence that people were at risk of harm. Medicines were well-organised, infection control measures followed best practices, and staff call scheduling was well-coordinated, ensuring punctuality. Staff provided consistent care, supporting the same group of people to meet their personal needs and routines. Staff were thoroughly vetted and trained, with the necessary skills and knowledge to deliver safe care. Safeguarding procedures were in place, with staff trained to recognise and report abuse. Managers worked with relevant agencies to ensure people's safety when concerns arose. The provider maintained effective oversight systems to ensure the quality and safety of the service. The managers and staff understood the importance of continuous improvement and learning lessons when things went wrong.

2 June 2023

During a routine inspection

About the service

Absolute Care Services (Richmond & Wandsworth) is a domiciliary care agency providing care and support to people living in their own homes and flats.

The Care Quality Commission (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 86 people using the service were receiving personal care.

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

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 provided with a safe service and staff a safe environment to work in. There were enough, appropriately recruited staff to meet people’s needs. This meant people were supported to enjoy their lives and live safely. The provider assessed and recorded risks to people and staff, and monitored and updated these assessments as required. Accidents, incidents and safeguarding concerns were reported, investigated and recorded appropriately. Medicines were safely administered, or people prompted to take their medicines, appropriately.

People and their relatives said that care was provided effectively, they were not subject to discrimination and their equality and diversity needs were met. Staff were well-trained and supervised. People and their relatives said staff provided good care well, that met people’s needs. People were encouraged by staff, to discuss their health needs. Information about any changes to health needs was passed on to appropriate community-based health care professionals. Staff protected people from nutrition and hydration risks, and they were encouraged to choose healthy and balanced diets that also met their likes, dislikes and preferences.

People and their relatives said care and support was provided by staff, in a friendly way. They paid attention to small details making all the difference. Staff respected and acknowledged people’s privacy, dignity and confidentiality. People were encouraged and supported to be independent and do things for themselves. This improved their quality of life by promoting their self-worth. Staff were caring, compassionate and passionate about the people they provided a service for.

The provider was responsive to people’s needs, which were assessed, reviewed and care plans were in place including for people’s communication needs. Person-centred care was provided. People were given choices, encouraged to follow their routines, interests, and maintain contact with friends and relatives so that social isolation was minimal. People were given suitable information about the service to make their own decisions regarding if they wanted to use it. Complaints were recorded and investigated.

The provider had a culture that was open, positive, and honest with a transparent leadership and management. The statement of purpose clearly defined the provider’s vision and values and staff understood and followed them and were aware of their responsibilities and accountability. They were happy to take responsibility and raise any concerns they may have with the provider. Service quality was regularly reviewed, and changes made to improve the care and support people received accordingly. This was in a way that suited people best. The provider established effective working partnerships that promoted the needs of people being met outside its remit to further reduce social isolation. Registration requirements were met.

Why we inspected

This service was registered with us on 25 April 2022 and this is the first inspection.

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.

You can read the report, by selecting the ‘all reports’ link for Absolute Care Services (Richmond & Wandsworth) on our website at www.cqc.org.uk.