Archived: London Community Care and Support Service

Updated 3 February 2018

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

This inspection took place on 5 and 11 January 2018 and was announced. We gave the provider 48 hours' notice of our inspection as we wanted to be sure that someone would be available to speak with us.

The inspection was carried out by one inspector and a registered interpreter who was proficient in British Sign Language (BSL).

Prior to the inspection we gathered information we held about the service, for example information from members of the public, statutory notifications and Provider Information Return (PIR). Statutory notifications are information about important events which the service is required to tell us about by law. A PIR is a form that requires providers to give some key information about the service, what the service does well and improvements they plan to make. We used this information to plan the inspection.

During the inspection we spoke with one person who used the service, one relative, two care support workers, the registered manager and the area manager. We also contacted two healthcare professionals to gather their views. We reviewed two care plans, risk assessments, medicine records, two staff files, training matrix, policies and procedures and other records relating to the management of the service.

Updated 3 February 2018

London Community Care and Support Services is an Outreach service that delivers personal care and support to people, who have a hearing impairment, in their own homes. At the time of the inspection the service was supporting 50 people, two of whom received support with the regulated activity personal care. Not everyone using London Community Care and Support Services receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The service had a registered manager in post. 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.

The service was previously inspected on 8 August 2016 and was given an overall rating of ‘Requires Improvement’. At this inspection we have changed the overall rating to ‘Good’ for each of the five key questions, ‘is the service Safe, Effective, Caring, Responsive and Well-led?’. Following the last inspection, we asked the provider to complete an action plan to demonstrate what they would do and by when to improve the key questions, ‘Is the service safe’, and ‘Is the service well-led’ to at least ‘Good’.

At this comprehensive inspection we found the provider had made improvements in relation to the safety of the medicines management and risk assessments.

The service had developed risk management plans to keep people safe. Risk management plans gave staff clear guidance on responding to identified risks and were reviewed regularly.

People were protected against the risk of harm and abuse. Staff received on-going safeguarding training to identify, respond and escalate suspected abuse. Staff were aware of the provider’s policy on safeguarding and told us they would whistleblow if they felt their concerns were not addressed in a timely manner.

People were supported by staff that had undergone robust pre-employment checks. People were encouraged to participate in the recruitment and selection of potential staff. Relatives confirmed there were sufficient numbers of staff deployed to keep people safe. Staff received on-going training in areas the provider deemed as mandatory. Staff reflected on their working practices through regular supervisions and annual appraisals.

The provider ensured systems and processes in place recorded and monitored people’s medicine. Staff received training in supporting people to receive their medicines as intended.

People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff had sufficient knowledge of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards.

People’s wellbeing was regularly monitored to ensure their health was maintained. Staff supported people to access a wide range of healthcare professional services. Where people’s care package included support with meal preparation, this was delivered and people were encouraged to maintain a healthy lifestyle.

People’s care plan were person-centred to meet their needs. Care plans were regularly reviewed and people were supported and encouraged to participate in the development. The provider demonstrated a commitment to providing people with accessible information to ensure they understood the care and support they were receiving.

People were aware of how to raise their concerns and complaints. The provider managed complaints in a timely manner, seeking positive outcomes for those involved.

The service carried out regular audits and sought feedback from stakeholders to drive improvements. Audits and feedback were analysed by senior management and action plans developed to address any issues identified in a timely manner.

The registered manager actively sought partnership from other healthcare professionals. Guidance and advice shared by healthcare professionals was then implemented into the delivery of care.