MiHomecare Hammersmith and Fulham improved from Requires Improvement to Good overall following a focused inspection of Safe and Well-led domains, with Safe now rated Good due to improvements in staffing deployment, medicines management, and safeguarding. Well-led remains Requires Improvement due to inadequate audit of risk assessments, poor out-of-hours office accessibility, and incomplete recording of people's feedback.
Concerns (5)
moderateCommunication with families: “"It is quite difficult to get through on the phone, as they don't pick up" and "I've had issues when it's out of hours - I've left messages that don't get back to anyone."”
moderateGovernance: “Risk assessments contained inaccurate information and mistakes and some information was not well organised. The provider's audits had failed to address these issues.”
minorRecord keeping: “Records of quality monitoring calls were formulaic and did not fully capture people's views on their care.”
minorCare planning: “Moving and handling plans were clear about how to support people to safely make transfers, however they did not clearly state how many staff were required.”
minorMissed or late visits: “Planned care times were not always well communicated. People told us this did not always work for them. Comments included "The times vary" and "They come at different times."”
Strengths
· People felt safe with care workers and described them as kind, respectful and well-trained.
· Medicines management was effective, with electronic prompts and alerts ensuring people received medicines safely and on time.
· Staff were recruited safely with appropriate pre-employment checks including DBS, references and right-to-work verification.
· Infection control procedures were robust, with appropriate PPE use confirmed by people and staff.
· The provider demonstrated learning from incidents, including disciplinary action and care plan updates following changes in need.