London Community Care and Support Service received a Good rating across all five key questions at its first inspection in September 2022, demonstrating safe, person-centred care for hearing-impaired individuals supported by BSL-proficient staff and robust governance. No regulatory breaches were identified; a minor observation noted that organisational survey results were not specific to this service, limiting their usefulness.
Strengths
· Consistent, experienced staff matched to individual needs; relative noted 'I trust them. They trust me.'
· Person-centred support plans developed in partnership with the person and/or their family, including risk and positive outcomes assessments.
· Staff proficient in British Sign Language, enabling effective communication with hearing-impaired people.
· Robust quality assurance programme with audits, trend analysis of incidents, and organisational learning.
· Positive, compassionate culture promoted by leadership; staff described as 'professional, caring and compassionate'.
Quality-Statement breakdown (23)
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough; working with other agencies; supporting people to live healthier livesGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships; support to follow interests and activitiesGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood