17 May 2016
During a routine inspection
London Community Homecare Limited provides personal care and support for people living in their own homes. At the time of the inspection there were 68 people using the service.
The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Care plans and the care provided to people demonstrated person centred care was the focus of care delivery. Advanced care wishes were written in people’s care plans on how people wished to be supported.
The provider carried throughout risk assessments in people’s homes. However, risk assessments had not always been reviewed when there were changes to people’s health and welfare.
Safeguarding concerns were reported in a timely manner and the provider took preventative measures to minimise further concerns. The provider adapted their call times to meet the requirements of the people that used the service.
Some aspects of the recruitment procedures were not thoroughly carried out to assess the suitability of the staff employed. Staff had completed a thorough induction, training and supervision that was reflective of the needs of people that used the service
There was a suitable number of staff deployed to meet the needs of the people who used the service.
Staff had a very good understanding of the Mental Capacity Act (MCA) 2005. The provider was worked within the principles of the MCA. People told us they were consulted and asked for their consent to the care they received.
The provider did not follow the appropriate systems to ensure medicines were managed safely. There were errors in the daily recording of medicines. Staff had received the appropriate medicines training.
People were supported with their nutritional and dietary requirements and this was recorded in their care plans.
Changes in people’s healthcare needs were identified by care workers and immediate intervention was sought.
People told us staff were caring and friendly and were considered be like part of the family. People and their relatives told us care workers respected their privacy and dignity when supporting them with personal care.
People told us they received person centred care that was responsive to their needs. Communication with people was highlighted in people’s care plans as being an important aspect of their well-being.
There was a free phone number for people to contact the head office so people’s concerns could be recorded and monitored to improve the way the service delivered care.
People gave positive views about the service and explained the service was easily accessible.
Staff told us the registered manager was supportive and knowledgeable about the care the service delivered to people in their homes.
Benchmarking was used by the provider to set new standards of practice. The provider had good working relationships with external stakeholders.
We found two breaches of regulations relating to the management of risks to people’s health and welfare. We have also made a recommendation about recording quality audits for the service. You can see what action we asked the provider to take at the back of the full version of this report.