London Care (Lew Evans House) Also known as SE22 0QF

Updated 15 May 2024

Date of Assessment 28 May 2024 to 17 June 2024. London Care Lew Evans House is an extra care service. Extra care housing is purpose-built or adapted private accommodation in a shared site or building. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing. At the time of our assessment there were 34 people using the service. People were protected from abuse or harm. Staff and the manager understood their roles in raising concerns. There were enough skilled and experienced staff in place to support people. People told us staff usually arrived on time and they were seen by the same care workers. Staff received suitable training and supervision to support them in their roles. There were safe recruitment practices in place. Risk assessments were in place to enable staff to support people safely. Staff knew people well and understood any possible risks. We found some areas for improvement in relation to detail of record keeping around some risks and audit checks to ensure they were effective tools. However, this had not impacted on people's care and the provider had already identified this and was working to improve these areas. People were involved in planning for possible risks. People were supported by staff who knew them well and treated them with care and consideration. We observed a positive culture among the staff team when we talked with them about how they supported people. Some improvements were underway to ensure people at the service kept their community links and reduce isolation. The branch manager agreed there was further work to complete in this area. Staff understood their roles and told us they were well supported. There were governance systems to manage the quality of the service. The provider sought feedback from people to consider for learning and improvements.

Updated 15 May 2024

We spoke with 4 people during the site visit to understand their experience of the support provided. The Expert by Experience spoke with a further 4 people and 2 relatives by phone to further understand the experience of people using the service. People told us they felt safe using the service and their belongings were safe. One person told us , “ I feel very safe here. I am very happy, there is always someone around if I need them.” People told us that the provider worked with them to manage and reduce possible risks. One person said, “There is good communication between me and the carers, they know what I need help with and they know how best to look after me when I do need help.” People told us staff responded promptly to their emergency pendants if they have needed to call staff in an emergency. People mostly spoke positively about the staff and said they were looked after by a consistent staff group who they knew well. They told us staff usually provided support on time. People said that they were involved in planning for their care. staff were kind and caring and encouraged their independence. One person described, “It all depends on the day as to how much assistance I need from them. I try to keep as independent as possible and they will step in and help with the things I can’t do.” Another person told us, “The carers are lovely, very kind and caring.” Most people told us they had enough to do and that they were able to maintain links in the community. Two people commented that they would like more activities to be provided on site. We saw this had been identified by the provider from a survey and there was an action plan in progress to address this. People commented that the service was well organised and well managed. People said they were asked for feedback during reviews, spot checks and through surveys.