# Home Support Services (Havering & Essex) Limited

Home Support Services (Havering & Essex) Limited is a CQC-regulated home-care agency in Romford.

## CQC Ratings

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

Rating published: 02/06/2018

## Practical info

- Postcode: RM3 0AP
- Registered manager: Pabari, Shobhna
- Local authority: Havering
- Region: London
- City: Romford
- Last CQC check: 02/Jun/2018 - 00:00

## Inspection findings

### caring

- Finding
  - End of life care support
  - Published: 2021-10-30
- Finding
  - Dignity, respect and person-centred approach
  - Published: 2021-10-30

### effective

- Finding
  - Mental Capacity Act and consent
  - Published: 2021-10-30
- Finding
  - Annual appraisals
  - Published: 2021-10-30
- Finding
  - Supervision and spot checks
  - Published: 2021-10-30
- Finding
  - Staff training and induction
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Staff described an open and honest culture with accessible management and responsive on-call arrangements.
  - Published: 2021-10-30
- Finding
  - Evidence: Continuity of care was promoted by consistently allocating the same staff to the same people.
  - Published: 2021-10-30
- Finding
  - Evidence: Complaints were acknowledged, investigated and responded to within policy timeframes with themes identified and acted upon.
  - Published: 2021-10-30
- Finding
  - Evidence: End of life care was supported with staff trained in the Gold Standard Framework, working closely with district and Macmillan nurses.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received a thorough induction, regular supervision, spot checks and annual training in core areas including safeguarding and manual handling.
  - Published: 2021-10-30
- Finding
  - Evidence: Comprehensive care plans included people's wishes, hopes, aspirations, likes, dislikes and individual preferences.
  - Published: 2021-10-30
- Finding
  - Evidence: Medicines were managed safely by trained and competency-assessed staff with no discrepancies found in administration records.
  - Published: 2021-10-30
- Finding
  - Evidence: People felt safe and staff were described as caring, kind and treating people with dignity and respect.
  - Published: 2021-10-30
- **safeguarding** _(moderate)_
  - Evidence: DBS clearances were not always refreshed in accordance with the service's policy. We found two staff with DBS clearances from 2011 and one staff with a DBS clearance from 2012.
  - Published: 2021-10-30
- **missed_or_late_visits** _(moderate)_
  - Evidence: Staff did not always stay for the full length of the allocated visit time... 'I have a 45 minute call but usually if they finish after 30 minutes they tell me they have to go to the next visit.'
  - Published: 2021-10-30
- **supervision_appraisal** _(moderate)_
  - Evidence: We noted that in 2015 some appraisals had been missed. We spoke to the provider about this and they said they would rectify this as soon as possible.
  - Published: 2021-10-30
- **incident_learning** _(critical)_
  - Evidence: We found that there had been safeguarding issues within the service in February 2016 and that the registered managers had not sent notifications of these incidents to CQC as required.
  - Published: 2021-10-30
- **governance** _(critical)_
  - Evidence: Systems or processes although established were not always operated effectively to ensure that appraisals and DBS rechecking were monitored and kept up to date.
  - Published: 2021-10-30
- Finding
  - Evidence: Missed and late visits logged, investigated and monitored to minimise re-occurrence
  - Published: 2018-06-02
- Finding
  - Evidence: Staff attended end of life training and provided compassionate support to people and families
  - Published: 2018-06-02

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Care planning and assessment
  - Published: 2021-10-30

### safe

- Finding
  - Recruitment checks (DBS refresh)
  - Published: 2021-10-30
- Finding
  - Risk assessments and equipment checks
  - Published: 2021-10-30
- Finding
  - Medication management
  - Published: 2021-10-30
- Finding
  - Safeguarding procedures and training
  - Published: 2021-10-30

### well_led

- Finding
  - Staff culture and management support
  - Published: 2021-10-30
- Finding
  - Governance systems (Regulation 17 HSCA RA Regulations 2014)
  - Published: 2021-10-30
- Finding
  - CQC notifications (Regulation 18 Registration Regulations 2009)
  - Published: 2021-10-30

## 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/1-1382491862

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