Goldsmith Personnel Limited (East London)

People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received care that was fair with equal treatment. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. People reported they felt safe with staff and were aware of who to contact if they had any concerns regarding abuse or neglect. The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider cared about and promoted the wellbeing of their staff. Staff told us they felt valued and were treated in a way that supported their wellbeing. The provider made sure that people could access the care and support they needed when they needed it. Reasonable adjustments were made to ensure equal access to the service for all.

We found that the electronic monitoring system was not operating effectively to monitor staff arrival and departure times during care visits. However, people did not raise any concerns about the timing or delivery of their visits. They confirmed that staff arrived at the planned call time and stayed for the agreed visit length. The provider took prompt and appropriate improvement actions in response to the concern identified during this assessment.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We found that the provider was meeting the principles of Right Support, Right Care, Right Culture. People were supported to have maximum choice and control over 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.