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

Archived: The Good Care Group - London

12 Great Newport Street, Covent Garden, London, WC2H 7JD (020) 3728 7575

Provided and run by:
The Good Care Group London Limited

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

All Inspections

14 November 2013

During a routine inspection

We spoke with 18 people who use the service and their relatives. They were generally positive about the service. They confirmed that consent was obtained from them appropriately. People confirmed they had a care plan and that their needs were assessed appropriately.

Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. We looked at a sample of files and saw that consent was obtained appropriately.

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. When people were referred to the service they would speak with a member of staff who would assess their needs.

There were effective recruitment and selection processes in place. The provider carried out appropriate checks before people started work. Staff received appropriate induction and said they felt 'supported'.

There were effective systems in place to monitor the quality of the service. Audits and spot checks were carried out for quality control and regular reports were submitted to the board.

People were made aware of the complaints system. The manager told us that when a new person starts in the service they are given a client information pack. The provider maintained a log which recorded the nature of the complaint and showed had been resolved. We saw that complaints were responded to appropriately.

18 May 2012

During a routine inspection

People who use the service had communication difficulties and therefore we contacted relatives who had knowledge of the service by telephone to find out what they thought of it. We also reviewed the quality assurance questionnaires that had been returned to the agency by relatives. Relatives told us they felt people who use the service were treated with dignity and respect. Available care options were discussed with the agency after a needs assessment was carried out and before agreeing the type of care and support they wanted and when they needed it.

They said the quality of care received from trained and competent staff was good, delivered appropriately and they felt safe with the service that was delivered.

They did not comment directly on the support staff received from the agency or the quality assurance system in place. They did tell us that there was frequent contact with the agency to identify that they were satisfied with the service provided and the staff who delivered it.

20 December 2010

During a routine inspection

People who use the service, relatives and staff made many positive comments about the agency in the six monthly quality questionnaires that the agency sends to them.

People felt respected and involved in decisions about the care provided and said staff and the agency were very approachable, listened to their views, acted on them and treat them with respect.

Others commented that the agency visit them, always ask them what they need and they feel they are getting the service they want. They said it is regularly reviewed and updated.

The staff surveys told us that there is a thorough matching process of staff with people who use the service before it begins. This is continually reviewed to make sure that the best service possible is given.

A number of comments from people who use the service suggest that the agency recruit the type of staff who can provide the service they want, when and how they want it. These included "The service that the carer provided through the Good Care Group was fantastic".

"The carer managed to maintain the last few months of my mother's life in her own home with a quality of care that could not have been matched in a residential setting".

A relative of someone getting a service said the service was "Like a breath of fresh air. He is listened to, asked his opinion, taken to stimulating events and his home is kept immaculately clean".

People commented that they knew how to complain and who to. Any problems were quickly dealt with and the agency told them what they have done. This tells us the people know about the complaints procedure and that it works.