London Care (Bristol Court)

Updated 22 March 2024

London Care (Bristol Court) is an extra care scheme. This is purpose-built accommodation which has 94 flats in total comprising of 1 or 2 bedrooms. There were 12 flats allocated for people living with dementia and 15 flats providing specialist support for people with a learning disability. Assisted living (also known as extra-care housing) is a type of 'housing with care' which means you retain independence while you're assisted with tasks such as washing, dressing, going to the toilet or taking medicines. London Care Limited provided the care and support for people living at the service. They also supported people with their medicines and some activities. They were not responsible for the building or catering. CQC regulates and assesses the services managed by London Care Limited only. At the time of our assessment, 90 people were living at the service and 89 people received support from London Care Limited. Our assessment included two visits to the service on the 23 and 24 April 2024. We gave a short period notice of the inspection because some of the people using it could not consent to a home visit from an inspector. This meant that we had to arrange for a ‘best interests’ decision about this. We also telephoned people and received written feedback from them during and following our visit. The assessment was conducted by 2 inspectors, a member of the CQC medicines team, an assessor (who viewed information remotely) and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. During the assessment we received feedback from 25 people who used the service, the relatives of 15 people, 15 care workers and 10 external professionals who work with the service. We met with the registered manager, senior area managers and members of the Bristol Court management team. We looked at a range of records and how medicines were managed. We also carried out observations to see

Updated 22 March 2024

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. The service was not meeting some of the underpinning principles of right support, right care, right culture. Right Support: People did not always have opportunities to have fulfilling lives and pursue their interests. Although this was an area the provider was working with people and other stakeholders to improve. Medicines were not always managed in a safe or personalised way. People were able to live independently and make choices about their care and support. Although people felt the provider could do more to support people to develop skills. Right care: People did not always receive kind or compassionate care. People felt some staff were kind but also gave us examples of when they were not. Staff received training to understand how to care for people. However, they did not always demonstrate the right skills to keep people safe and meet their needs. Information about the service was available in different formats. Right culture: The service was not always inclusive; and people were not empowered to share their experiences. People felt their concerns and opinions were not always valued. Systems and processes for monitoring and improving the quality of the service did not always take account of people's views. We have identified breaches in relation to privacy and dignity, safeguarding people from abuse and improper treatment, and good governance at this assessment. We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety.