London Care (Atlas Place)

London Care (Atlas Place) is a domiciliary care agency providing personal care to people living in their own home. People receiving the service were living in an extra care setting. At the time of the inspection 17 people were receiving the regulated activity, personal care. 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.

The extra care housing was provided in one purposes build building where people rented or part owned their own flats from a separate housing provider and London Care (Atlas Place) provided support to people who needed it. On site was a restaurant, hairdresser and activities. These were arranged by the housing provider and therefore were not looked at during this inspection.

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

People’s experience of the service was mixed. Comments included, “I am completely happy and don’t have a single concern.” And, “I wouldn’t go so far as saying that I am happy with them, but they are adequate.”

Staffing had been at reduced levels with some care and office staff having left. Whilst the provider was acting to address this some people and their relatives did express this had had an impact on some aspects of their care. The management of quality performance and the maintenance of records needed to be improved.

People’s needs had been assessed. However, assessment had not always been used to develop people’s care plans. Risk assessments were not always in place where they needed to be. The current staff knew people well and were able to support their needs. However, the new staff would not have the information they needed to support people. Staff told us they relied on each other or the person they supported to share information with them about some health risks.

Where incidents and accidents had occurred, these had been reported. However, incident records were incomplete. Actions taken had not been recorded. The system to monitor incidents and analyse trends was not being effectively used to minimise further risks or incidents.

Staff knew people well. Where people needed support to communicate staff were aware of this. However, how people expressed themselves was not well recorded which would mean that new staff may not have the information they needed to support people as well as they could do.

Most people told us staff were kind and caring. However, some people told us staff were rushed and that this impacted on how well treated they felt. Staff were recruited safely. People received their medicines as prescribed. Staff had completed medicines training and their competency was assessed. People were protected from the risk of infection and safeguarded from abuse.

People were happy with the support they received with eating and drinking. Where people needed support to access healthcare this was in place. 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. Staff were aware of the Mental Capacity Act 2005 and understood that people had the right to make decisions for themselves where they had the capacity to do so.

The service worked in partnership with other services. This included where people needed support at the end of their life.

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

Rating at last inspection

This service was registered with us on 11 April 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service was registered.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service.

We have identified breaches in relation to safe care and treatment and good governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.