The inspection of My Homecare North West London took place on the 10 January 2019 and was announced. The provider was given two days notice because the location provides a domiciliary care service. My Homecare North West London is registered to provide Personal Care services to people in their own homes. The services they provide include personal care, housework and prompting people to take their medicines. At the time of this inspection, the registered manager informed us that there were 57 people who used the service. The majority of them lived in Ealing and the rest lived in Harrow. The service is part of the National My Homecare Franchise and they received support from the franchisor.

Not everyone using My Homecare North West London receives a regulated activity. CQC only inspects the service received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

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

The last comprehensive inspection we carried out in December 2017 found a breach of Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 Safe care and treatment. The service failed to provide adequate risk assessments which included guidance to care workers for managing risks to people who used the service. During this inspection in January 2019, we found that the service had taken action to comply with the requirement. The service had the required risk assessments in place to provide guidance for care workers and ensure the safety of people. For example, the care records of a person who had diabetes contained a risk assessment with guidance on action to take if they became unwell or had hypoglycaemia or hyperglycaemia. In the case of epilepsy, there was guidance regarding ensuring people were kept safe when having a seizure.

At the last comprehensive inspection we found that the service did not have sufficiently effective quality assurance systems for fully assessing, monitoring and promptly improving the quality of care provided for people. We recommended that the service regularly audit progress and action taken to ensure that deficiencies are promptly identified and rectified. During this inspection we found that the service had taken appropriate action. The service had a system of regular checks to ensure people received the care they needed. Regular audits had been carried out since the last inspection. Where deficiencies were identified, the service had taken action to improve deficient areas. We further noted that the monitoring report of a local authority indicated that the service had made improvements and no significant concerns were identified.

We received positive feedback from people and relatives of people who used the service. They spoke highly of care workers and informed us that they were satisfied with the care and services provided. They informed us that people had been treated with respect and they were safe when cared for by the service.

The service had a policy on ensuring equality and valuing diversity and was committed to anti-discrimination and upholding the human rights of individuals. Care workers recognised the importance of treating people with dignity and respect. There was a safeguarding adults’ policy and care workers were aware of the procedure to follow if they suspected people were being abused.

The service had a policy and procedure for supporting people with medicines. The registered manager told us that care workers did not administer medicines but only prompted people to take their medicines. We noted th

The inspection of My Homecare North West London took place on the 11 December 2017 and was announced. The provider was given two days notice because the location provides a domiciliary care service. My Homecare North West London is registered to provide Personal Care services to people in their own homes. The services they provide include personal care, housework and prompting people to take their medicines. At the time of this inspection, the registered manager informed us that there were 35 people who used the service. The majority of them lived in Ealing and the rest lived in Harrow. This is the first inspection as the service was newly registered in March 2017.

Not everyone using My Homecare North West London receives regulated activity; CQC only inspects the service received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

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

We received positive feedback from people and relatives of people who used the service. They spoke highly of care workers and informed us that they were satisfied with the care and services provided. They informed us that people had been treated with respect and they were safe when cared for by the service. There was a safeguarding adults’ policy and care workers were aware of the procedure to follow if they suspected people were being abused.

The service had a policy and procedure for the administration of medicines. The nominated individual told us that care workers did not administer medicines but only prompted people to take their medicines.

Risk assessments were seen in the care records of people. However, they were not sufficiently comprehensive as they did not inform care workers of what specific risks or problems may be experienced by people concerned and how to keep people safe. For example, there was no mention of risks of hypoglycaemia or hyperglycaemia for someone with diabetes. In the case of epilepsy, there was no guidance regarding ensuring people were kept safe when having a seizure. One person who displayed behaviour which may challenge the service did not have a risk assessment. The required risk assessment for this particular person was provided soon after the inspection. We have made a requirement in respect of this. The nominated individual stated that they would ensure that the required risk assessments were provided.

The service had a recruitment procedure to ensure that care workers recruited were suitable and had the appropriate checks prior to being employed. We examined a sample of six records of care workers. We noted that these records had the necessary documentation such as a Disclosure and Barring Service check (DBS), references, evidence of identity and permission to work in the United Kingdom.

The service had a training programme to ensure care workers were competent and able to care effectively for people. Certificates were seen in the records of care workers. They had the necessary support and supervision from management staff. Teamwork and communication within the service was good. New care workers had been started on a comprehensive induction called The Care Certificate.

Care workers were caring in their approach and able to form positive relationships with people. There were arrangements for encouraging people and their representatives to express their views and make suggestions regarding the care provided and the management of the service. Individual assessments and care plans had been prepared for people. However, the care documentation lacked information regarding