# Care Outlook (Forest Hill)

*Operated by Care Outlook Ltd.*

Care Outlook (Forest Hill) is a CQC-regulated home-care agency in London.

## CQC Ratings

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

Rating published: 09/03/2023

## Practical info

- Postcode: SE23 1DD
- Registered manager: Bellodi, Faith
- Local authority: Lewisham
- Region: London
- City: London
- Last CQC check: 09/Mar/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies; Supporting people to live healthier lives
  - Published: 2023-04-12
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-04-12
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-04-12
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-04-12
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-04-12

### Other

- Finding
  - Evidence: The provider worked in partnership with local authority, MDT professionals and attended local authority forums
  - Published: 2023-04-12
- Finding
  - Evidence: Most people gave very positive feedback about the care and support they received
  - Published: 2023-04-12
- Finding
  - Evidence: The provider worked with a community pharmacy service to assess people's ability to manage their medicines
  - Published: 2023-04-12
- Finding
  - Evidence: Staff received regular supervisions and ongoing training to develop their skills and knowledge
  - Published: 2023-04-12
- Finding
  - Evidence: People were supported to access healthcare professionals including GPs, district nurses, opticians and chiropodists
  - Published: 2023-04-12
- Finding
  - Evidence: Staff followed safe hygiene practices and had plentiful PPE supply; COVID-19 mask wearing was maintained
  - Published: 2023-04-12
- Finding
  - Evidence: The provider followed safer recruitment processes including DBS checks and employment history verification
  - Published: 2023-04-12
- Finding
  - Evidence: Staff had a good understanding of safeguarding procedures and knew how to escalate concerns
  - Published: 2023-04-12
- **person_centred_care** _(minor)_
  - Evidence: Care plans did not always contain sufficient detail about people's individual food and drink preferences.
  - Published: 2023-04-12
- **record_keeping** _(moderate)_
  - Evidence: We were not assured that all documents we reviewed were an accurate representation of what was in place as most documents had been edited before sending.
  - Published: 2023-04-12
- **staff_training** _(moderate)_
  - Evidence: Not all staff had completed training to give them the necessary skills and knowledge to support people with a learning disability and autistic people.
  - Published: 2023-04-12
- **staffing_levels** _(critical)_
  - Evidence: The provider had failed to ensure that sufficient numbers of suitably qualified, skilled and experienced persons were deployed.
  - Published: 2023-04-12
- **governance** _(critical)_
  - Evidence: The provider did not have effective systems in place to monitor the safety and quality of the service as they had not identified the issues we found.
  - Published: 2023-04-12
- **consent_capacity** _(critical)_
  - Evidence: The provider had not conducted mental capacity assessments or followed a best interest process for these people in line with the MCA.
  - Published: 2023-04-12

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-04-12
- Finding
  - Preventing and controlling infection
  - Published: 2023-04-12
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-04-12
- Finding
  - Using medicines safely
  - Published: 2023-04-12
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-04-12
- Finding
  - Staffing and recruitment
  - Published: 2023-04-12

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-04-12
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-04-12
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-04-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-04-12
- Finding
  - Managers and staff being clear about their roles; Continuous learning and improving care
  - Published: 2023-04-12

## 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/1-2454319969

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