Archived: Carewatch (Central London)

Updated 21 February 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

The inspection took place on 3, 4 and 7 January 2019. We gave the provider 24 hours notice that we would be attending. The inspection was conducted by two inspectors on the first two days of the inspection. The inspection was also conducted by an expert by experience who assisted us by conducting telephone interviews with people who used the service during our inspection over the telephone. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The inspection was announced on the first day of our inspection.

Prior to the inspection we reviewed the information we held about the service, including notifications of significant events and the Provider Information Return (PIR) document that the provider is required to complete. This is a form that asks the provider to give us some key information about the service, what the service does well and improvements they plan to make.

We spoke with seven people using the service and four of their relatives. We spoke with four care workers during our visit and 10 care workers after our visit over the telephone. We spoke with the registered manager of the service, the deputy manager and two care coordinators. We looked at a sample of 14 people’s care records, 10 staff records and records related to the management of the service.

Updated 21 February 2019

We conducted an inspection of Carewatch (Central London) on 3, 4 and 7 January 2019. The inspection was announced. We gave the provider 48 hours’ notice to ensure the key people we needed to speak with were available.

Our previous comprehensive inspection was conducted on 27 and 28 September and 3 October 2017. At this inspection we found that some improvements had been made in a number of areas in relation to breaches found previously. At that time, we found the provider had not had sufficient time to implement its action plan and issues remained with providing care in accordance with people’s valid consent, responding to people’s complaints in a timely manner and conducting effective quality monitoring to identify and remedy issues. At this inspection we found improvements had been made in all areas inspected and the provider had implemented its action plan.

This service is a domiciliary care agency. It provides personal care for people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. At the time of the inspection they were supporting approximately 140 people. Not everyone using Carewatch (Central London) receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had a procedure in place for investigating and responding to allegations of abuse. Care workers knew how to recognise abuse and were aware of their responsibility to report allegations. The provider appropriately reported safeguarding incidents to the local authority for investigation.

The provider had appropriate systems in place to ensure there were enough, suitably qualified care staff scheduled to work with people. Recruitment processes ensured care staff were safe to work with people.

We saw there were appropriate risk assessments and care plans in place to mitigate known risks. Care workers had a good understanding of how to support people safely to manage risks associated with their care.

Medicines were managed safely. Records indicated that medicines were administered to people as required and care records contained full details of their needs.

The provider operated safer recruitment procedures to help ensure appropriate candidates were appointed to safely care for people.

The provider met the requirements of the Mental Capacity Act 2005 and care workers had a good understanding of their responsibilities.

Care workers were given appropriate training, regular supervision and appraisals of their performance.

The provider ensured that people received appropriate nutrition where this formed part of their package of care. People’s healthcare needs were understood and met by care workers.

There were effective systems in place to monitor the quality of the service and complaints were investigated and managed effectively.