We Do Care (London) Ltd

Updated 11 June 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection visit was carried out by one inspector. As part of the inspection, we contacted people who used the service and their relatives by telephone. These telephone calls were made by an 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 is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because it is small and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

We visited the office location on 14 May 2019 to see the office manager and to review care records and policies and procedures. The expert by experience made telephone calls to people using the service and their relatives on the same day.

What we did:

Before the inspection we looked at all the information we held about the provider. This included the last inspection report, the provider's action plan and information we had received about the service since this time. We also looked at the provider's own website and other public information about the provider.

During the inspection visit we met the office manager. We spoke with two people who used the service and the relatives of three other people. We looked at the care records for four people who used the service, the staff recruitment, training and support records for all the members of staff, records of complaints, incidents, accidents and quality monitoring.

Updated 11 June 2019

About the service: We Do Care (London) Ltd is a domiciliary care agency providing personal care and support to people living in their own homes in the London Boroughs of Ealing and Hillingdon. This is a private limited company and Head Office is the only registered location. At the time of our inspection, 11 older people were using the service.

People’s experience of using this service:

People using the service and their relatives were happy with the care and support they received. They liked the staff who cared for them, who were kind, caring and supportive. People were involved in planning their own care and making decisions about this. People said the care workers arrived on time and stayed for the agreed length of time.

People using the service and their relatives felt safe. They received the support they needed with medicines and these were managed in a safe way. The risks to their safety and wellbeing, as well as their care needs, had been assessed and planned for. Care plans were regularly reviewed and updated following changes.

There were enough suitable staff working at the service. There were appropriate checks on staff as part of the recruitment and selections. The staff took part in inductions and training which helped them to understand their roles and responsibilities.

The service was appropriately managed. We Do Care (London) Ltd was a small family run business. The registered manager was involved in providing care and working alongside the other staff. People using the service and their relatives knew the manager and felt able to raise concerns or discuss changes they wanted. There were effective systems to gather their feedback, and the feedback of staff. Staff were regularly assessed in the work place and had meetings with their line manager. The provider undertook a number of audits to make sure safety and quality were assessed and improved when needed.

Rating at last inspection: The service was rated requires improvement at the last inspection of 12 June 2018 (Published 18 July 2018).

Why we inspected: We carried out this inspection as part of our scheduled plan of inspections based on the last rating.

Follow up: We will continue with our ongoing monitoring of the service and inspect again in line with our scheduled plan of inspections based on the new rating, or sooner if needed.

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