Westminster Homecare Limited – Greenwich and North Kent

People felt safe receiving care and support from Westminster Homecare Limited (Bexley) and were protected from avoidable harm. Staff were aware of safeguarding and individual risks to people and able to support them safely. This included safe administration of medicines where people required support. People were protected from infections. The provider ensured staff adhered to the Covid-19 national guidance.

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. Staff enabled and supported people to be as independent as possible and respected their individual choices.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support,

right care, right culture. The agency supported some people living with learning difficulties in their own homes and everyone had individual person-centred care plans and care package in place. The service worked in partnership with people, their representatives and local social services which enabled people to live in the community as independently as possible. People's care plans were person-centred and promoted their independence, dignity and human rights.

People told us staff were kind, attentive to their needs and took effort to get to know them. When people shared concerns, the provider took prompt action to address and resolve those to improve people's experience of care. Staff knew people well and encouraged them to be involved in their day to day care.

People were involved in planning of their care and regular reviews. They told us care was tailored to their individual needs and preferences and most felt the support they received was person-centred. Their care records confirmed this. People knew how to raise complaints if needed and most people felt listened to by the provider who acted to respond to their comments and improve the service when needed.

People, their relatives and staff were mostly complimentary about the management and leadership of the service. Staff felt valued and supported. The management team completed regular checks of quality and safety of the service and where shortfalls or lessons learned where identified, remedial action was taken. The service worked in partnership with the local authority and other local professionals' networks as part of the response to the Covid-19 pandemic.