This inspection of Westminster Homecare Limited (Forest Hill) took place on 28 March and 5 April 2018 and was announced. This service is a domiciliary care agency.

It provides personal care to people living in their own homes. It provides a service to older and younger disabled adults. Not everyone using Westminster Homecare Limited (Forest Hill) receives a regulated activity; CQC only inspects the service being 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.

At the time of the inspection 611 people were using the service. This included people living in Bromley and Croydon, Lambeth, Lewisham and Southwark. At the time of writing this report the registered provider had made changes in the service provision with the relocation of services for people who lived in the London boroughs of Croydon and Lambeth. The service was now providing services to 449 people who live in the London Boroughs of Bromley, Lewisham and Southwark .

Westminster Homecare Limited (Forest Hill) had a registered manager in post. 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.

This is the first inspection at this service since their registration on 18 January 2017 with the Care Quality Commission.

The registered manager and staff understood the principles of safeguarding people from abuse. There were safeguarding policies and procedures that staff used to keep people safe from harm and abuse. Staff understood the reporting process and reported allegations of abuse to the registered manager and local authority team.

Staff completed risk assessments for people. Risk management plans were developed from the risk assessments and used by staff to reduce risks to their health and well being. Systems in place were used to log and monitor accidents and incidents with actions staff took to reduce the risk of this recurring.

Assessments were person centred and included information people provided. Care plans included information about people's health and care needs, histories including their backgrounds and the care required to meet those needs. People had their care and support provided flexibly which took into account people’s choices and care decisions. People received care and support that met their needs at the end of their lives.

Staff administered people’s medicines as required. Staff had their medicine administration competency assessed to ensure they were safe to do this task.

There was sufficient staff to provide care and support for people. People who required two members of staff to support them had this available so they had their care safely. The registered provider used safer recruitment processes to recruit suitable skilful staff to work with people using the service.

Staff had support through induction, training, supervision and appraisal. Staff explored their training, professional and personal development needs and The provider took action to resolve any concerns with staff performance

The registered manager and staff understood the Mental Capacity Act 2005 (MCA). Staff had insight into the MCA through training they completed. MCA training was made available for all staff. People were supported to have maximum choice and control of their lives and staff provided care in the least restrictive way possible for people. The policies and systems in the service supported this practice. People gave their consent to staff before staff provided care and support

People had meals they enjoyed and which met their individual preferences. Shopping tasks were completed by staff when this was required.

People’s care needs were met by he