Background to this inspection
Updated
12 September 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community.
The service had a registered 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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since it was registered with us on 10 August 2018. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with two people who used the service and two relatives about their experience of the care provided. We spoke with seven members of staff including the registered manager, two office staff and four care workers.
We reviewed a range of records. These included four people’s care records. We looked at four staff files in relation to recruitment, training and staff supervision. A variety of records relating to the management of the service, including quality audits, monitoring reports, risk assessments as well as policies and procedures relating to the running of the service.
After the inspection
The registered manager sent us documents and additional information we had requested at the inspection.
Updated
12 September 2019
About the service
North London Community Care Limited is a domiciliary care agency that provides personal care to older adults, people with a physical disability and mental health needs living in their own homes and flats. At the time of the inspection the agency was providing a service to seven people.
People’s experience of using this service and what we found
People using the service and their relatives were very positive about the quality of care they received. They trusted the staff and felt safe with them. People were involved in all aspects of their care decisions and assessing potential risks to their safety. Ways to reduce these risks had been explored and were being followed appropriately.
Staff understood their responsibilities to keep people safe from potential abuse, bullying or discrimination. Staff knew what to look out for that might indicate a person was being abused.
Staff treated people as unique individuals who had different likes, dislikes, needs and preferences. Staff and management made sure no one was disadvantaged because of their age, gender, sexual orientation, disability or culture. Staff understood the importance of upholding and respecting people’s diversity. Staff challenged discriminatory practice.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
Staff understood the way people expressed their views and the service made sure no one was disadvantaged because of the different ways people communicated.
Everyone had an individual plan of care which was reviewed on a regular basis.
All staff had clear roles and responsibilities and understood the values of the service.
Staff had been trained in the management of medicines and suitable policies and systems were in place. People told us they were satisfied with the support they received to manage their medicines where this was part of their care package.
Staff were positive about working for the agency and told us they appreciated the support, encouragement they received from the registered manager.
Both people who used the service and the staff who supported them had regular opportunities to comment on service provision and made suggestions regarding quality improvements. People told us that the management listened to them and the registered manager was keen to improve the service in co-production with people who used it.
People knew how to complain if they needed to and the registered manager asked if people were satisfied and happy with the service on a regular basis. Everyone working at the agency understood the need to be open and honest if mistakes were made.
The management team worked in partnership with other organisations to support care provision, service development and joined-up care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 10 August 2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on our agreed inspection frequencies for newly registered services. As a result of this inspection the service has been rated ‘Good’.
Follow up
We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.