27 March 2023
During an inspection looking at part of the service
About the service
London Care (East London) is a domiciliary care agency providing personal care. The service provides support to people living in their own home. At the time of our inspection there were 280 people using the service.
People’s experience of using this service and what we found
Right Support
The service made reasonable adjustments for people so they could be fully involved in discussions about how they received support, including support to travel wherever they needed to go. The provider was responsive to people's needs, care plans were personalised and outlined detailed support for staff to be confident in delivering safe care. People were able to make a complaint and were confident this would be addressed. People told us they had care plans and were involved in decisions about their care and support.
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.
Right Care
People received kind and compassionate care. Staff protected and respected people’s privacy and dignity. They understood and responded to their individual needs. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it. People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.
Right Culture
People were supported by staff who understood best practice in relation to the wide range of strengths, impairments or sensitivities people with a learning disability and/or autistic people may have. This meant people received compassionate and empowering care that was tailored to their needs. Staff knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing. People were supported by staff who were well trained and supported in their role. People told us that care workers were good at their jobs. People and relatives told us the managers were good and the service was well run. Checks about the quality of care were carried out on a regular basis. This meant that any concerns could be dealt with in a timely manner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was requires improvement (published 05 May 2021). The provider completed an action plan after the last inspection to show what they would do and by when to improve.
Why we inspected
The inspection was prompted by a review of the information we had about the service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.