UK Home Care Limited (Carshalton) achieved a Good rating across all five key questions on its first inspection in September–November 2022. The service demonstrated safe recruitment, accurate medicines management, personalised care planning and strong leadership with effective governance and quality monitoring systems.
Strengths
· People and relatives consistently reported feeling safe and receiving good quality care from skilled, kind staff.
· Robust recruitment processes including DBS checks, right-to-work verification, references and employment history checks.
· Medicines administration records were completed accurately with no unexplained gaps found.
· Comprehensive risk assessments including home environment and smoking risks with mitigation guidance for staff.
· Staff received regular supervision, appraisals and a structured training programme covering safeguarding, infection control and medicines.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
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, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
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 careGood
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 careGood
UK Home Care Limited - Carshalton office was rated Good overall at its first inspection, with strengths in safe staffing, personalised care and responsive leadership. The single area requiring improvement was the provider's failure to confirm legal authorisation under the Mental Capacity Act before relatives made decisions on behalf of a person who may lack capacity.
Concerns (1)
moderateConsent / capacity: “the provider did not confirm this. This meant the registered manager had not followed the MCA in assessing their capacity and making decisions in their best interests.”
Strengths
· Suitable recruitment checks carried out including DBS, identification, health concerns and employment history
· No missed visits and consistent staffing; relatives confirmed timekeeping was not a concern
· Staff matched to meet people's cultural, ethnic and religious needs, including language matching
· People and relatives were highly positive about staff, describing care as compassionate, kind and personalised
· Registered manager personally oversaw all aspects of the service and conducted monthly spot checks
Quality-Statement breakdown (20)
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Requires improvement
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to live healthier lives and access healthcare servicesGood
effective: Assessing people's needs and choices; delivering care in line with standardsGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in decisionsGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
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: Continuous learning and improving care; clarity of roles and governanceGood
well-led: Engaging and involving people, promoting a positive person-centred cultureGood