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Care Resolution West London

Overall: Good read more about inspection ratings

71-75 Uxbridge Road, London, W5 5SL (020) 8124 3380

Provided and run by:
Care Resolution Ltd

Latest inspection summary

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Background to this inspection

Updated 13 May 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

Care Resolution – East London is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. A registered manager is a person who is legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the provider a short period of notice because we were aware the management team were at times working remotely due to COVID-19 and we needed to ensure somebody would be available to assist us with the inspection.

Inspection activity started on 15 March 2021 and ended on 14 April 2021. We requested a range of documents related to people’s care and policies and procedures that were sent to us by the registered manager between 15 March 2021 and 9 April 2021. We visited the office location on the 16 March 2021 to see the management team and to review further records related to the service. We made calls to people who used the service, their relatives and care staff between 17 March 2021 and 13 April 2021.

What we did before the inspection

We reviewed information we had received about the service since their registration. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

Our planning took account of the information provided by the registered manager during an Emergency Support Framework (ESF) call on 21 May 2020. ESF calls helped us to give targeted local advice, guidance and support to providers and care staff using a structured framework to guide conversations and help them to respond to emerging issues, and to deliver safe care which protects people's human rights. We also contacted the local authority commissioning team. We used all of this information to plan our inspection.

During the inspection

We reviewed a range of records related to four people’s care and support. This included people’s care plans, risk assessments, medicines records and three staff files in relation to recruitment and training. We also reviewed records related to the management of the service, which included quality assurance checks and minutes of team meetings.

We spoke with 10 staff members. This included the registered manager, the care manager, the service delivery manager and seven care workers.

We made calls to seven people and spoke with three people and two relatives.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at two people’s environmental risk assessments, further records related to people’s medicines, staff recruitment documents, electronic call monitoring (ECM) records and discussed feedback we received from people and their relatives. We provided feedback to the registered manager via email on the 18 and 23 March 2021 and 14 and 29 April 2021. We also spoke with three health and social care professionals who had experience of working with the service.

Overall inspection

Good

Updated 13 May 2021

About the service

Care Resolution – East London is a domiciliary care agency. It provides a service to younger disabled adults and older people, some of whom were receiving end of life care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

At the time of the inspection the provider was supporting 11 people in the London Borough of Southwark.

People’s experience of using this service and what we found

People received person-centred care and records had detailed information for care workers to follow to help keep people safe. New staff were introduced to people and their relatives and carried out shadowing or double up visits to ensure they had a good understanding of their care needs.

The provider listened to people to try and be as flexible and understanding as possible to accommodate their needs. Staff monitored people’s health and wellbeing and reported any changes or concerns to the relevant health and social care professionals.

People and their relatives were positive about the kind and caring attitude of the staff team and the relationships they had developed since they had started to use the service. The registered manager was proactive in following up feedback about any issues or concerns.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People and their relatives were positive about the management team and felt comfortable contacting them if they needed to discuss any aspects of their care. People were confident they would be listened to and were given opportunities to discuss the support they received.

People were supported by a staff team who felt valued and fully supported in their role, especially during challenging periods during the COVID-19 pandemic. Staff praised the communication they received from the management team and were confident any necessary action would be taken if they raised any issues or needed advice.

Health and social care professionals were also positive about the management of the service and the level of care people received. They felt staff had a good understanding of people’s needs and received regular updates about people’s health and wellbeing.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 15 January 2019 and this is the first inspection. It was scheduled to be inspected in January 2020 but the service was dormant at the time.

Why we inspected

We carried out this inspection following a routine review of information we held about this service. Our intelligence indicated there may be a higher level of risk at this service due to the length of time it had been registered and not inspected.

Follow up

We will continue to monitor information we receive about the service. If we receive any concerning information we may return to inspect.