London Care (Hillyard House)

Updated 15 February 2023

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection team consisted of one inspector and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.

We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as telephone calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We spoke with three people who used the service, three relatives and five staff members including the registered manager.

We reviewed a range of records. This included five people’s care records and various staff records. We looked at and reviewed multiple documents submitted by the provider. These included policies and other information relevant to the running of the service.

Inspection activity started on 30 November and ended on 9 December 2022.

Updated 15 February 2023

About the service

Mayfair Homecare – Hillyard House is a domiciliary care agency that provides personal care and support to people living in their own homes and flats in an extra care housing service within Hillyard House, that also offers communal facilities for dining and activities. At the time of our inspection, 32 people were receiving personal care and support.

Not everyone who used the service received personal care. 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

People received care in a manner that minimised the risk of avoidable harm. One person told us, “I really do feel safe. I have no worries at all.” Staff understood how to keep people safe and to report concerns to reduce risk of harm. Risk management plans were put in place and followed to provide care safely to people.

People were cared for safely by sufficient numbers of staff who knew them well. Staff underwent safe recruitment and induction before they started providing care. Staff administered people’s medicines safely when required.

People’s care delivery followed best practice guidelines in relation to prevention and control of infection including those associated with COVID-19.

Staff were supported to undertake their roles through induction, training and supervisions. People were supported to eat and drink healthily and to meet their dietary needs. People received care that met their needs and supported to access health services when required. People consented to care and treatment.

People and their relatives were appropriate took part in planning for their care. People’s care plans were individualised and updated regularly which ensured they received suitable care. People felt confident to raise concerns about their care. People’s communication needs were met. Staff supported people to maintain their independence and to make choices about their daily living.

People and their relatives were happy with the care and support provided. Comments included, “The care is good” and “Staff are friendly.” People enjoyed positive and meaningful caring relationships with staff who supported them. Staff respected and maintained people’s dignity, confidentiality and privacy. People gave consent to the care provided.

People’s care underwent quality assurance process to monitor and drive improvement of care provided. The registered manager promoted a culture of learning lessons when things went wrong. People, staff and relatives were asked for their feedback about the service and felt their voices were listened to and valued. The registered manager and provider worked in partnership with other health professionals and agencies to ensure people received appropriate care.

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.

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

This service was registered with us on 06/09/2019.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and phone calls to engage with people using the service as part of this performance review and assessment.

Rating at last inspection

The last rating for the service under the previous provider was good, published on 13 November 2018.

Why we inspected

This inspection was prompted by a review of the information we held about this service.