London Care (Holloway) received a Good rating across all five key questions at its first CQC inspection in October 2022, demonstrating robust safeguarding, person-centred care planning, and effective governance. The sole recommendation concerned insufficient travel time allocated between care calls, leading to some late or shortened visits.
Concerns (2)
moderate
Missed or late visits
: “a number of people who used the service told us that care workers did not always arrive at the time agreed and did not always stay the agreed time.”
minorStaffing levels: “care workers who told us that sometimes they didn't have sufficient travelling time between care calls.”
Strengths
· Robust safeguarding systems with consistent CQC reporting since registration; people and relatives felt safe.
· Detailed, person-centred risk assessments regularly reviewed and updated when needs changed.
· Safe medicines administration supported by electronic system alerting managers to missed doses or discrepancies.
· Strong recruitment practices promoting cultural diversity and ongoing rolling recruitment to maintain staffing levels.
· Comprehensive training programme including face-to-face moving and handling and mandatory equality and diversity training.
Quality-Statement breakdown (23)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
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: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood