# Hope Care Agency

*Operated by Hope Care Agency Ltd.*

Hope Care Agency is a CQC-regulated home-care agency in London.

## CQC Ratings

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

Rating published: 23/05/2025

## Practical info

- Postcode: W10 5AA
- Registered manager: Hussein, Anab
- Local authority: Kensington and Chelsea
- Region: London
- City: London
- Last CQC check: 23/May/2025 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: DBS checks were completed before new staff started working.
  - Published: 2023-01-14
- Finding
  - Evidence: The service worked in partnership with multidisciplinary professionals such as social workers and district nurses.
  - Published: 2023-01-14
- Finding
  - Evidence: The registered manager understood their duty of candour responsibilities.
  - Published: 2023-01-14
- Finding
  - Evidence: Staff were positive about the culture and reported a supportive office team.
  - Published: 2023-01-14
- Finding
  - Evidence: Client satisfaction survey showed people were generally very satisfied with care received.
  - Published: 2023-01-14
- Finding
  - Evidence: People and relatives reported carers arrived on time and communicated proactively about delays.
  - Published: 2023-01-14
- Finding
  - Evidence: Incidents were reviewed by the registered manager and previous safety incidents were discussed in team meetings to share learning.
  - Published: 2023-01-14
- Finding
  - Evidence: Staff demonstrated good understanding of safeguarding and whistleblowing procedures.
  - Published: 2023-01-14
- Finding
  - Evidence: People told us they felt safe with the care they received and expressed high trust in their regular carers.
  - Published: 2023-01-14
- **missed_or_late_visits** _(moderate)_
  - Evidence: The systems in place to ensure people received their care visits as planned was not robust and the risk of failed visits had not been adequately assessed and/or mitigated.
  - Published: 2023-01-14
- **supervision_appraisal** _(moderate)_
  - Evidence: some staff had not received a spot check or supervision in over 12 months.
  - Published: 2023-01-14
- **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 with care plans, risk assessments, consent to care, medicine records.
  - Published: 2023-01-14
- **infection_control** _(moderate)_
  - Evidence: The infection control policy had not been updated with information and guidelines related to COVID-19. The provider had also not assessed the risk to people receiving care or staff.
  - Published: 2023-01-14
- **staffing_levels** _(critical)_
  - Evidence: The provider did not follow safe recruitment processes as they had not obtained a full employment history when recruiting new staff.
  - Published: 2023-01-14
- **staff_competency** _(moderate)_
  - Evidence: Staff received training in the administration of medicines, however, their competency had not been assessed in line with best practice guidance.
  - Published: 2023-01-14
- **medication_management** _(critical)_
  - Evidence: Medicines were not managed safely in line with current best practice guidance. Care plans lacked sufficient detail to ensure staff understood the support people required to take their medicines.
  - Published: 2023-01-14
- **care_planning** _(critical)_
  - Evidence: care plans lacked sufficient detail to ensure staff understood how to care for people safely... care plan and risk assessment did not contain any information to ensure staff understood how to carry out this task safely.
  - Published: 2023-01-14

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-01-14
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-01-14
- Finding
  - Preventing and controlling infection
  - Published: 2023-01-14
- Finding
  - Staffing and recruitment
  - Published: 2023-01-14
- Finding
  - Using medicines safely
  - Published: 2023-01-14
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-01-14

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-01-14
- Finding
  - Promoting a positive, person-centred and open culture
  - Published: 2023-01-14
- Finding
  - Duty of candour
  - Published: 2023-01-14
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-01-14
- Finding
  - Managers and staff being clear about their roles, quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2023-01-14

## 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/1-273085102

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