# Home & Community Services

*Operated by Apasen.*

Home & Community Services is a CQC-regulated home-care agency in London.

## CQC Ratings

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

Rating published: 16/01/2019

## Practical info

- Postcode: E14 7FF
- Registered manager: Parvin, Munira
- Local authority: Tower Hamlets
- Region: London
- City: London
- Last CQC check: 16/Jan/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2019-01-16
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2019-01-16
- Finding
  - Ensuring people are well treated and supported
  - Published: 2019-01-16

### effective

- Finding
  - Assessing people's needs and choices; delivering care in line with standards
  - Published: 2019-01-16
- Finding
  - Staff skills, knowledge and experience
  - Published: 2019-01-16
- Finding
  - Staff providing consistent, effective, timely care and supporting access to healthcare
  - Published: 2019-01-16
- Finding
  - Supporting people to eat and drink enough with choice in a balanced diet
  - Published: 2019-01-16
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2019-01-16

### Other

- Finding
  - Evidence: Open and honest organisational culture with staff feeling well supported and confident to raise concerns
  - Published: 2021-10-30
- Finding
  - Evidence: Person-centred care planning with people and relatives involved from initial assessment, with cultural and gender preferences accommodated
  - Published: 2021-10-30
- Finding
  - Evidence: Accessible complaints procedure available in Bengali, with evidence that concerns were taken seriously and resolved
  - Published: 2021-10-30
- Finding
  - Evidence: Robust internal and external quality assurance including monthly audits, quarterly management meetings, and an independent external auditor in place since 2013
  - Published: 2021-10-30
- Finding
  - Evidence: Proactive engagement with health and social care professionals including GPs, occupational therapists, and social services when people's needs changed
  - Published: 2021-10-30
- Finding
  - Evidence: Consistent care worker allocation to promote continuity of care, with advance notice given if a replacement was needed
  - Published: 2021-10-30
- Finding
  - Evidence: Regular supervision, spot checks, direct observations, annual appraisals, and training needs analysis meetings for all staff
  - Published: 2021-10-30
- Finding
  - Evidence: Comprehensive induction programme based on the Care Certificate with seven days of classroom learning and shadowing of experienced staff
  - Published: 2021-10-30
- Finding
  - Evidence: Robust staff recruitment procedures including DBS checks, two references, scored interview assessments, and a six-month probation period
  - Published: 2021-10-30
- Finding
  - Evidence: Strong cultural and linguistic match between staff and service users, with Bengali-speaking care workers supporting a predominantly Bengali-speaking client population
  - Published: 2021-10-30

### responsive

- Finding
  - End of life care and support
  - Published: 2019-01-16
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2019-01-16
- Finding
  - Personalised care
  - Published: 2019-01-16

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2019-01-16
- Finding
  - Learning lessons when things go wrong
  - Published: 2019-01-16
- Finding
  - Staffing levels
  - Published: 2019-01-16
- Finding
  - Safeguarding systems and processes
  - Published: 2019-01-16

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2019-01-16
- Finding
  - Working in partnership with others
  - Published: 2019-01-16
- Finding
  - Continuous learning and improving care
  - Published: 2019-01-16
- Finding
  - Managers and staff are clear about their roles and understand quality performance, risks and regulatory requirements
  - Published: 2019-01-16
- Finding
  - Leadership and management
  - Published: 2019-01-16

## 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/1-344694928

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