Westminster Homecare Limited – North East London

Care plans were detailed and person-centred and guided staff on how to provide care to the person to meet their needs and their preferences. People were involved and consulted in planning their care.

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 supported people with their health needs. People were generally happy with quality of the service. Although people were overall happy with their care workers a number of people did not like the time their care workers visited. The service was not responsive to people's choice of times for their care visits, despite providing good care. We have made a recommendation that the service provider make improvements in responding to people's preferences.

The service had made improvements following the last inspection and although the provider had moved another branch into this branch office increasing the number of staff and people they were providing care to, they had been able to sustain improvements made. There were effective quality monitoring systems in place and the registered manager shared plans for further improvements with us. The service responded promptly to complaints and concerns.