Agency profile · CQC 1-10210349838

Livingstone Health Care Services

Provider

Livingstone Health Care Limited

Waltham Forest · London · Active since 20/0

GoodHome-care★ Owner-managed (director & PSC)RM: Dombo, Mercy

Overall rating

Good

safeGood

effectiveGood

caringGood

responsiveGood

well-ledGood

Last inspection

2 years ago

20/Apr/2024 - 00:00

Inspected 2 years ago

10 findings across 9 themes

Every concern logged by inspectors

missed or late visits
2 findings
- minor“On Sundays the carers can be a bit late, within 20 or 30 minutes. They are relying on public transport, so it can be hard.”
- critical“We had many missed calls- especially at weekends. Once [person] had no calls for a week when the carer was on holiday.”
staff competency
1 finding
- minor“When my regular carers are not visiting, the new staff often do not understand what they are supposed to do.”
staffing levels
1 finding
- critical“There were not enough staff to meet every person's needs.”

complaints handling

1 finding

moderate“People and their relatives did not always find their concerns and complaints were managed well.”

communication with families

1 finding

moderate“They don't contact me if there is a problem with visits, but there is also a lack of communication between the carers and the office.”

governance

1 finding

moderate“The service was not always set up to monitor the quality of care and drive improvements in service delivery.”

leadership

1 finding

moderate“People and relatives did not all know who the manager was and who they could raise concerns with.”

safeguarding

1 finding

critical“We found evidence of an instance where concerns about care were not escalated to external professionals appropriately.”

record keeping

1 finding

moderate“only approximately 50% of care staff logged their calls in this way so accurate reports and trends could not be generated”