Thursday 29 June 2017
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Outstanding West London home care service

A service that provides personal care and support at home to people living across the west London boroughs of Hounslow, Richmond, Hillingdon, Kingston and Wandsworth has been rated Outstanding by the Care Quality Commission.

Royal Mencap Society - Domiciliary Care Services - West London, has been rated Outstanding for being caring, responsive and well-led. It was rated Good for being safe and effective, following the inspection in February 2017.

The service, which provides personal care and support to people living in supported accommodation, had a strong commitment to promoting people’s privacy and dignity and staff worked individually with each person to help them become more independent.

Royal Mencap placed each person at the centre of their care and fully involved them in the care planning process so people were cared for according to what mattered most to them. This and the evidence based approach to care has led to improved outcomes and a better quality of life for people. Furthermore, people were encouraged to be actively involved in developing the service and in shaping the way it was provided so it was tailored to their needs.

CQC inspectors found that people were very pleased with the care and support they received and the way they were treated. They had a very good relationship with Royal Mencap staff, who made it a priority to know the people and their needs very well. Staff used innovative ways to help people with communication care needs express their wishes and make decisions so their rights were respected. This included people whose first language was not English or who could not talk.

Staff used imaginative ways to recognise and celebrate people’s achievements. They encouraged people to set challenging goals for themselves and to be more ambitious and supported them to meet these. Staff worked with people so they always had something interesting to work towards to keep them motivated.

People’s lives were enriched by the variety of activities they were engaged in both at the service and in the wider community. This included people being supported to be an active member of the local community, to proactively maintain contact with their friends and families and to take part in activities that they might not be confident in.

Debbie Ivanova, CQC's Deputy Chief Inspector of Adult Social Care, said:

“Staff at Royal Mencap Society - Domiciliary Care Services - West London, took pride in their jobs. The provider had a clear vision, strong values and a reputation for providing good support to people with learning disabilities."

“Leadership was accessible and people, staff and others involved with the service had opportunities to express their views about the service. Managers used people's feedback to improve services in a variety of ways."

“The provider worked to challenge discrimination and stigma in a variety of ways, including supporting people to publish articles about their experience of discrimination. Staff knew how to keep people safe, because there were detailed risk management plans to reduce risks."

“People benefited from being cared for by staff who received suitable, good quality training that was relevant to their work. Staff received regular support from managers and had opportunities to learn and discuss good practice with their colleagues.”