Care Outlook (Twickenham))

Care Outlook (Twickenham) is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of the inspection, there were 140 people receiving the regulated activity personal care.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People received care and support from staff that knew how to identify, respond to and escalate suspected abuse. Risk assessments were comprehensive and gave staff adequate guidance on how to identify and respond to known risks. People received their medicines as prescribed. Staffing levels were adequate and staff underwent robust pre-employment checks to ensure their suitability for the role. Infection control practices were in line with good practice.

Staff received on-going training and reflected on their working practices to drive improvements. Newly employed staff received comprehensive induction training and shadowed senior staff prior to working without direct support. Staff were aware of the action to take when they identified people were unwell and people were supported to access food and drink that met their dietary needs.