# London Care (Lingfield Lodge)

*Operated by London Care Limited.*

London Care (Lingfield Lodge) is a CQC-regulated home-care agency in East Grinstead.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Requires improvement |
| Caring | Requires improvement |
| Responsive | Requires improvement |
| Well-led | Requires improvement |

Rating published: 19/08/2023

## Practical info

- Postcode: RH19 1ER
- Registered manager: Schiele, Katherine
- Local authority: West Sussex
- Region: South East
- City: East Grinstead
- Last CQC check: 19/Aug/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in decisions about their care
  - Published: 2023-08-19
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-08-19
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-08-19

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-08-19
- Finding
  - Supporting people to live healthier lives and access healthcare services
  - Published: 2023-08-19
- Finding
  - Supporting people to eat and drink enough
  - Published: 2023-08-19
- Finding
  - Assessing people's needs and choices; delivering care in line with standards
  - Published: 2023-08-19
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-08-19

### Other

- Finding
  - Evidence: Hospital passports were in place for people needing emergency health service access.
  - Published: 2023-08-19
- Finding
  - Evidence: Many people spoke positively about staff, describing them as friendly and caring.
  - Published: 2023-08-19
- Finding
  - Evidence: The provider undertook quarterly 'voice of the customer' surveys and produced improvement plans in response.
  - Published: 2023-08-19
- Finding
  - Evidence: Staff received regular supervisions including themed supervisions on medication and mental capacity.
  - Published: 2023-08-19
- Finding
  - Evidence: People's communication and sensory needs had been assessed with communication plans in place.
  - Published: 2023-08-19
- Finding
  - Evidence: Staff were consistently recruited through an effective recruitment process including DBS checks.
  - Published: 2023-08-19
- Finding
  - Evidence: People had detailed Personal Evacuation Plans in place to ensure safe support in an emergency.
  - Published: 2023-08-19
- Finding
  - Evidence: Staff had received safeguarding training and were aware of their responsibilities to safeguard people from abuse and discrimination.
  - Published: 2023-08-19
- **record_keeping** _(moderate)_
  - Evidence: We reviewed 4 people's MAR charts and identified a number of gaps where care assistants had failed to record whether a medicine had been administered or not.
  - Published: 2023-08-19
- **staff_competency** _(critical)_
  - Evidence: I had 2 staff members last year who didn't know how to use a hoist for another client. They told me that they were winging it and hadn't been trained to use it.
  - Published: 2023-08-19

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-08-19
- Finding
  - Meeting people's communication needs
  - Published: 2023-08-19
- Finding
  - End of life care and support
  - Published: 2023-08-19
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2023-08-19

### safe

- Finding
  - Systems and processes to safeguard people; Learning lessons when things go wrong
  - Published: 2023-08-19
- Finding
  - Staffing and recruitment
  - Published: 2023-08-19
- Finding
  - Preventing and controlling infection
  - Published: 2023-08-19
- Finding
  - Using medicines safely
  - Published: 2023-08-19
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-08-19

### well_led

- Finding
  - Engaging and involving people; continuous learning; duty of candour
  - Published: 2023-08-19
- Finding
  - Working in partnership with others
  - Published: 2023-08-19
- Finding
  - Managers and staff being clear about their roles; quality performance and governance
  - Published: 2023-08-19

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-12211999944

HomeCare Compass is an independent guide and is not affiliated with the CQC.