London Care (Westminster)

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. People had their needs assessed and their choices listened to. People’s needs assessments formed the basis of their care plans and these were accurate and up to date. People’s care needs were regularly reviewed and any changes or updates that were required were made accordingly. People were supported to understand the care and support that was being offered to them. Where possible, people personally confirmed their consent to receive care and support, and this was recorded in their care plans. If people using the service lacked mental capacity to give their consent, this was obtained and recorded by others who were appointed and authorised to make decisions on their behalf. We did not assess all the quality statements within this key question, as we did not identify concerns relating to those areas which we judged as being met at our last inspection.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People we spoke with told us they had been fully involved in having their needs assessed and compiling their care plans and risk assessments. One person told us, “When I started [using the service] it was an emergency. My [relative] was rushed to hospital and they [London Care] got involved to help me out. A walk in the community and shopping is what I need until my [relative] gets their strength back again.” People told us their care and support were regularly reviewed and their care plans were updated if changes were needed. One person’s relative told us, “I am the main carer for my [relative] and if I did not have this help I would definitely not be able to manage on my own. Especially as my [relative]’s dementia and mobility conditions have deteriorated further. It is appreciated to have this service.” Another person’s relative said, “They adjusted the care regime when [relative] was discharged from the hospital.”

Staff and the management team told us that people and their relatives were always fully involved in completing their needs assessments. They explained the assessments covered all aspects of health and social care that people may require, including mental and physical health and people’s individual and preferred methods of communication. Staff told us they understood people’s needs, because information from the initial assessments fed into their care plans, which were regularly reviewed and kept up to date. All the staff we spoke to said they knew people’s support needs and that everyone had clear and detailed care plans and risk assessments. One member of staff told us, “Care plans are very clear. I know their needs and I can see the tasks on my work mobile. Also, I can read the risk assessments if I need more information.” Another staff member said, “I check when I visit, if there is anything new due to changes in the care plan or risk assessments, such as dietary or medication changes.” Other staff told us they knew exactly what the people they supported needed when they visited them, because they always read the care plans. One member of staff said, “I read it before every visit to get an idea of what I am supposed to be doing. I check it every day; it’s electronic.”

The service had effective systems and processes for assessing people’s needs. Following private enquiries or referrals from the local authorities, appropriately experienced staff from the service completed needs assessments with people. This process helped determine if and how people’s needs could be best met. We saw the needs assessments formed the basis of people’s care plans and these were accurate and up to date. We also saw that people’s care needs were regularly reviewed and any changes or updates that were required were made accordingly.

We did not look at Delivering evidence-based care and treatment during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at How staff, teams and services work together during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Supporting people to live healthier lives during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Monitoring and improving outcomes during this assessment. The score for this quality statement is based on the previous rating for Effective.

People using the service, and their representatives, told us that care staff always sought consent before doing anything for them. People using the service also told us that staff worked in accordance with their wishes. One person told us, “I tell them and they are instructed on what is needed.” One person’s relative told us, “There is engagement [with care staff] and [relative] can talk about their emotions, feelings and opinions.” Another person’s relative said, “[Care staff] do breakfast, lunch and evening supper. They always give a choice of meals and they will say, ‘would you like this or what would you like today?’ They know [relative] so well; their likes and dislikes, they offer [relative] choices of things they like. A person’s representative explained, “I’ve actually been in [name]’s flat when they [care staff] have asked if [name] would like a shower or suggested it would be nice to change their pad. Sometimes [name] refuses so they ask if they would prefer a strip wash instead.”

Staff and the management team told us that people were always consulted, and their views and wishes were listened to when care was planned. Staff and the management teams also told us that people and their representatives received information about care and treatment in ways they could understand and were provided with appropriate support and time to make informed decisions. One member of staff told us, “I make sure they understand the information I pass across. We then communicate about it together to inform their decisions.” Another member of staff said, “I ask them their preference with personal care, meals and clothing, so they can choose.”

The provider had effective systems and processes in place to ensure that people and their representatives understood the care and support that was being offered to them. Where possible, people had personally confirmed their consent to receive care and support, and this was recorded in their care plans. If people using the service lacked the mental capacity to give their consent, this was obtained and recorded by others who were appointed and authorised to make decisions on their behalf.