We undertook an announced inspection of London Quality Care Services on 03 May 2017. We told the provider two working days before our visit that we would be coming because the location provided a domiciliary care service and we needed to be sure that someone would be available to assist with the inspection.

London Quality Care Services provides a range of services to people in their own homes including personal care. People using the service had a range of needs such as learning and/or physical disabilities and dementia. The service offered support to people over the age of 18 years old. At the time of our inspection seven people were receiving personal care in their homes. All the people using the service were paying for their own care.

The service was registered with the Care Quality Commission on 12 February 2016 and had not been inspected before.

There was a manager in post who had made an application to be registered. 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 risks to people's wellbeing and safety had been assessed, and there were detailed plans in place for all the risks identified.

There were procedures for safeguarding adults and the care workers were aware of these and knew to report any concerns. Care workers knew how to respond to any medical emergencies or significant changes in a person's wellbeing.

Feedback from people was positive. People said they had regular care workers visiting which enabled them to build a rapport and get to know them.

People's needs were assessed by the provider prior to receiving a service and support plans were developed from the assessments. People had taken part in the planning of their care.

People we spoke with said that they were happy with the level of care they were receiving from the service.

The manager was aware of their responsibilities in line with the requirements of the

Mental Capacity Act (MCA) 2005 and told us that all staff had received training in this. People had consented to their care and support and had their capacity assessed prior to receiving a service from London Quality Care Services. Nobody was being deprived of their liberty unlawfully at the time of our inspection.

There were systems in place to ensure that people received their medicines safely and the staff had received training in the management of medicines. However, at the time of our inspection, none of the people who used the service were being supported with their medicines.

The service employed enough staff to meet people's needs safely and had contingency plans in place in the event of staff absence. Recruitment checks were in place to obtain information about new staff before they supported people unsupervised.

People's health and nutritional needs had been assessed, recorded and were being monitored.

Care workers received an induction and shadowing period before delivering care and support to people. They received the training and support they needed to care for people.

There was a complaints procedure in place which the provider followed. People felt confident that if they raised a complaint, they would be listened to and their concerns addressed.

There were systems in place to monitor and assess the quality and effectiveness of the service, and the provider ensured that areas for improvement were identified and addressed.

People and staff told us that the manager was approachable and supportive and they encouraged an open and transparent culture within the service. People and staff were supported to raise concerns and make suggestions about where improvements could be made.