Date of assessment: 24 February to 25 April 2025. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.At the time of our assessment 115 people were using the service, 90 of whom were receiving support with personal care. The last rating for this service was good (report published 5 February 2020). We carried out this assessment because there had been an increase in the number of concerns received, including the outcome from the Local Authority’s PAMMs assessment. Local authorities use the Provider Assessment and Market Management Solution (PAMMS) to assess the quality of care provided by adult social care providers. We looked at all the quality statements and were satisfied that appropriate action had been taken to address recent concerns and the overall rating for this service remains good. People received a safe service, were protected from abuse or neglect and had their human rights promoted. The service followed safe recruitment processes and there were enough staff deployed to support people. There were effective processes to ensure people’s medicines were managed and administered safely. Care and risk management plans were individualised and met the needs of people using the service. Staff knew people well and understood how they liked to be supported with their individual needs. There was a clear management structure and staff felt supported in their roles. The provider sought feedback from people, relatives and staff and used this to develop the service. There were effective systems in place to monitor the quality of the service and identify when improvements were required.
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Westminster Homecare Limited (West London) improved from Requires Improvement to Good overall, with all five key questions rated Good following improvements in medicines management, missed visits, complaints handling and governance. A minor shortfall was noted in equality and diversity provision relating to the LGBT+ community, which the provider agreed to address.
Concerns (1)
minorCultural competency: “The provider had an equality and diversity policy in place, but this did not include details about how to support people from the Lesbian, gay, bisexual and transsexual (LGBT+) community.”
Strengths
· Improvements made in medication management since last inspection; MAR charts completed correctly with no gaps
· Significant reduction in missed visits, with only two in the last year, both thoroughly investigated
· Comprehensive risk assessments and close monitoring of identified risks (e.g. skin integrity)
· Robust safeguarding systems with transparent reporting and staff awareness
· Effective electronic monitoring system for visit timekeeping
Quality-Statement breakdown (23)
safe: Using medicines safelyNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Staffing and recruitmentNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to access healthcareNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: Planning personalised care to ensure people have choice and controlNot rated
responsive: Meeting people's communication needsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive, person-centred, open, inclusive and empowering cultureNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving care; working in partnership with othersNot rated