London Care (Lapwing Court)

The service supported people who lived in a bespoke housing complex consisting of 28 flats. The accommodation is rented or owned and is the occupant's own home. There was a housing manager who ran the scheme. 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 told us they felt safe with staff who supported them. Care staff were well informed about risks to people's health or wellbeing and knew how to deliver their care safely. Staff supported people to take their medicines or reminded them when they were due. As a result of the COVID-19 pandemic, staff had received additional training in infection prevention and control. The provider had clear systems to reduce the risk and spread of infection.

People spoke positively about the staff who supported them and had confidence in their skills and experience. Staff had regular supervisions and an annual appraisal. People were supported to prepare meals and drinks where necessary. Due to the COVID-19 pandemic the restaurant in the scheme was closed and staff delivered lunches to people in their homes. People had access to a range of healthcare professionals and support.

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.

People were looked after by kind and caring staff who knew them well. People were actively involved and in control of how their care was provided. People's diverse needs were catered for and they were treated with dignity and respect.

Care was personalised to meet people's needs. Care plans provided detailed information and guidance for staff on people's care and support needs, likes and dislikes, and the way they wanted to receive personal care. People had confidence any concerns addressed to staff or the management team would be quickly resolved.

The management team had clear systems in place to monitor the care people received and to drive improvement. People were encouraged in their involvement and development of the service and their feedback was encouraged. Professionals and relatives appreciated the open and regular communication with the team.