# London Care (Willow House)

*Operated by London Care Limited.*

London Care (Willow House) is a CQC-regulated home-care agency in Wembley.

## CQC Ratings

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

Rating published: 11/05/2023

## Practical info

- Postcode: HA9 6EB
- Registered manager: Atwal, Prabhjot
- Local authority: Brent
- Region: London
- City: Wembley
- Last CQC check: 11/May/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-05-11
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-05-11
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-05-11

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-05-11
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-05-11
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-05-11
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-05-11
- Finding
  - Assessing people's needs and choices, delivering care in line with standards, guidance and the law
  - Published: 2023-05-11

### Other

- Finding
  - Evidence: Effective complaints handling with prompt resolution and proactive feedback-seeking by the deputy manager
  - Published: 2023-05-11
- Finding
  - Evidence: Good partnership working with a range of health and social care professionals including GPs, psychologists and district nurses
  - Published: 2023-05-11
- Finding
  - Evidence: Effective governance including regular audits, clear management structure, and duty of candour compliance
  - Published: 2023-05-11
- Finding
  - Evidence: Strong person-centred culture with people supported to maintain independence and make their own decisions
  - Published: 2023-05-11
- Finding
  - Evidence: High satisfaction rate with 81.1% of 37 people providing positive feedback about the service
  - Published: 2023-05-11
- Finding
  - Evidence: Regular supervision, appraisal and themed sessions supported staff development and accountability
  - Published: 2023-05-11
- Finding
  - Evidence: Staff received wide-ranging training with competency assessments including observational checks across multiple domains
  - Published: 2023-05-11
- Finding
  - Evidence: Comprehensive, personalised care plans included life stories, cultural and religious needs, and were regularly reviewed
  - Published: 2023-05-11

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-05-11
- Finding
  - End of life care and support
  - Published: 2023-05-11
- Finding
  - Meeting people's communication needs
  - Published: 2023-05-11
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-05-11

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-05-11
- Finding
  - Preventing and controlling infection
  - Published: 2023-05-11
- Finding
  - Using medicines safely
  - Published: 2023-05-11
- Finding
  - Staffing and recruitment
  - Published: 2023-05-11
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-05-11
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-05-11

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-05-11
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-05-11
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-05-11
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-05-11

## 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/1-2820239283

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