Hanwell Community Centre

Updated 11 August 2023

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 Health and Social Care Act 2008.

Inspection team

The inspection was conducted by 2 inspectors. An Expert by Experience supported the inspection by making phone calls to people who used the service and their relatives to ask for their feedback. 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.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

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.

Inspection activity started on 5 May 2023 and ended on 26 July 2023. Two inspectors visited the location’s office on 9 May 2023 and one inspector on 26 July 2023.

What we did before the inspection

We looked at all the information we held about the provider, including notifications of significant events. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We met with the registered manager and nominated individual.

We looked at care records for 15 people who used the service and 33 staff files for recruitment, training, and support records. We looked at other records the provider used for managing the service. As part of the inspection, we spoke with 4 people and 4 relatives. and 8 staff to receive feedback of their experience of the service.

Updated 11 August 2023

About the service

Hanwell Community Centre (Support Direct Ltd) is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection the service supported 158 people with conditions such as dementia and mobility needs. They also supported some people with a learning disability.

CQC only inspects where people receive personal care and at the time of the inspection 153 people were receiving personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

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

There were processes to in place to safeguard people from abuse. Staff understood safeguarding procedures and how to raise any concerns. Risks to people’s safety were assessed and reviewed. People received their medicines as prescribed. Staff were recruited safely and there was enough staff to meet people’s needs. Staff wore appropriate Personal Protective Equipment (PPE) such as face masks, disposable gloves, and aprons when supporting people with their care.

Staff were kind and caring. We received positive feedback from people using the service and their relatives. People and relatives were involved in care planning. People knew how to make a complaint and feedback on the service was encouraged through yearly surveys, regular care visits and phone calls to people supported and their relatives.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.

Rating at last inspection

The last rating for this service was good (published 26 May 2018)

Why we inspected

This inspection was prompted by a review of the information we held about this service. After our first visit to the service, we received information of concerns regarding the provider’s recruitment processes. This prompted a second day of inspection on 26 July 2023. During the second visit we examined those concerns but did not find evidence that people were at risk from these concerns.

This report only covers our findings in relation to the key questions safe, responsive and well led. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has remained good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Hanwell Community Centre on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about this service, which will help inform us when we next inspect.