The Care Quality Commission

Archived: LBWF Homecare and Reablement Service, Silver Birch House

Silver Birch House, Blackhorse Lane, Walthamstow, London, E17 5SD

Provided and run by:
London Borough of Waltham Forest

Important: This service is now registered at a different address - see new profile

All Inspections

10 December 2013

During a routine inspection

People were treated with respect and dignity and staff included them in decisions about their care. People's needs were assessed and where possible people had choice and control over key decisions. Records that we saw gave a clear account of the care provided in support plans and risks were assessed and managed. There had been some delays in carrying out reviews in a timely way and management had taken action to address this. The early signs were that performance was improving as a result.

Arrangements were in place to safeguard people against abuse and neglect. Co-ordinators ensured that sufficient numbers of staff were employed to meet changing needs. Support staff were sufficiently trained, supported, skilled and experienced.

The service had systems in place to assess and monitor the quality of service provision, but there were some shortfalls. Managers said that people were now routinely asked their views about the quality of service they received through a telephone questionnaire. However, at the time of the inspection the provider was not able to produce documentary evidence of the analysis of these questionnaires, tell us how many had been analysed or what difference the feedback had made. People that we spoke to said they had not been asked about their levels of satisfaction through a telephone survey or otherwise. This meant tthe provider was not able to evidence how people's views and experiences had been listened to or how their feedback had helped to shape and inform service development.

At the time of the visit the provider had moved location address and was in the process of registering the new location.

6 December 2012

During an inspection in response to concerns

We found people were treated with consideration and respect. People told us their privacy and dignity was maintained by care workers. People were given positive encouragement to promote their independence. People told us that care workers called them by their preferred name. One person told us care workers "call me by my christian name."

We found people's care was planned and delivered in an appropriate way that met their personal needs. One person told us the care they received was "very good, I can't fault them."

We found care workers were supported in their roles and received regular supervisions and a twice yearly appraisal. We found the provider had undertaken the necessary checks to ensure care workers were of good character.

People told us they felt safe receiving care from the service. We found staff had undertaken safeguarding vulnerable adults training and the service had a safeguarding vulnerable adults policy in place. We found there were effective systems in place to assess and monitor the quality of the service.