About the service:

OASIS (OCTA) Central London Office is a domiciliary care service that provides support and personal care to people living in their own homes. At the time of our inspection the service was supporting 145 people with personal care.

People’s experience of using this service:

Medicines were not always managed safely, and records were not always fully completed when people who used the service were assisted with their medicines.

Risks associated with people's care needs were not always appropriately assessed and guidance on minimising such risks lacked detail.

The service did have assessments of care needs and information for staff on how to provide support to people using the service. However, we found these did not always provide sufficient information to ensure people’s needs were fully met and responded to. We have made a recommendation about using current practice in relation to assessment of needs for people using homecare services.

Some care files lacked personalised information on how people wanted to have their care delivered. Staff knew people well and this reflected what people told us about themselves.

Quality assurance systems to assess, monitor and improve the quality and safety of the service were not always effective. There were improvements required in the monitoring of calls. Some people told us that care staff were sometimes late, and they were not always informed about this.

Staff and the registered manager knew how to spot signs of abuse and how to report them. Staff had attended safeguarding adults training.

People were supported by staff who had been through a robust recruitment process that checked they were safe to work with people who may be vulnerable.

Staff had access to training and received regular formal and informal support from their line manager.

Staff felt supported by the registered manager and felt that their feedback mattered in particular when they suggested any improvements in the relation to the quality of care provided.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practise. People told us staff asked them for consent before supporting with care tasks.

Staff supported people to remain independent and promoted their dignity. People's privacy was respected, and their personal information was kept securely.

We found the service was in breach of two regulations relating to safe care and treatment and good governance.

Rating at last inspection: This was the first inspection since registering with the Care Quality Commission (CQC) in June 2018.

Why we inspected: This was a planned comprehensive inspection

Follow up: We will continue to monitor intelligence we received about the service until we return to visit as per our re-inspection programme. If any concerning information was received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk