This inspection took place on 19, 24 and 26 January 2017 and was announced. This was the first inspection of regulated activity carried on by the provider at this location.

Care Outlook (London Office) is a domiciliary care agency providing personal care and support to people in their own homes. At the time of the inspection the service was providing support to 501 people. The provider met a range of needs including those of older people, people with physical disabilities and people with a learning disability.

The service had a registered manager at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider helped to keep people safe by assessing and managing their risks. Staff received training in safeguarding and understood how to identify abuse and the actions they should take if they suspected it. Staff were recruited through a robust process and there were enough staff to deliver care and support to people. Staff supported people to receive their medicines in line with the prescriber’s instructions. People were protected by the infection prevention and control practices of staff.

People received care and support delivered by trained and supervised staff. Managers and staff understood their responsibilities in relation to the Mental Capacity Act 2005. People received the support they required to eat and drink enough and staff ensured that people had ready access to healthcare professionals when required.

Staff were caring and kind towards people. People were treated with dignity and respect. Staff promoted people’s independence and people were encouraged to make decisions. People approaching the end of their lives were supported with end of life care plans.

People received personalised care that met their individual needs. People’s needs were assessed and they were involved in the care plans designed to meet their needs. The level of support people required was reviewed regularly. The service responded to complaints in a timely and appropriate manner.

The service had a registered manager. Staff felt supported by their line managers. Quality audits and checks were undertaken to review and improve the quality of the service. The provider worked in partnership with other agencies.