MiHomecare - Tower Hamlets

The majority of people we spoke with told us they had not experienced problems contacting the office, although this was not always the case, and in most cases issues were resolved promptly by managers.

There were suitable systems for providing safe care. There were enough staff recruited safely and deployed in a way which meant people's needs were safely met. The provider identified risks to people's wellbeing and took appropriate steps to reduce these risks.

Medicines were safely managed with systems of audit which detected any errors or recording mistakes. Staff understood their responsibilities to provide safe care and to report any issues of concern to managers.

Staff received the right training, supervision and support to carry out their roles. The service carried out spot checks of the care people received. The service assessed and met people's needs relating to staying healthy and eating and drinking well.

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

The service sought consent to care and made sure they were acting in people's best interests when people could not make decisions for themselves. People's care was planned to meet their needs, with detailed care plans which made staff told us helped them understand people's choices and cultural needs.

The service was implementing a new standardised system for managing records and communication in the branch and this had already resulted in an improvement in the standard of documentation and oversight. Managers had a good understanding of how to engage with staff and people who used the service. The

provider was open and honest when things had gone wrong and had identified areas where the service needed to improve.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk