# Lead Care Services Limited

Lead Care Services Limited is a CQC-regulated home-care agency in Stevenage.

## CQC Ratings

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

Rating published: 24/04/2018

## Practical info

- Postcode: SG1 2DX
- Registered manager: Nalunkuma, Stella
- Local authority: Hertfordshire
- Region: East
- City: Stevenage
- Last CQC check: 24/Apr/2018 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Strong quality assurance processes including spot checks, care record audits and satisfaction surveys.
  - Published: 2020-01-29
- Finding
  - Evidence: Proactive communication with families, including during adverse weather events.
  - Published: 2020-01-29
- Finding
  - Evidence: Open and approachable management culture with staff feeling supported and confident to raise concerns.
  - Published: 2020-01-29
- Finding
  - Evidence: Robust recruitment processes with all required documentation in place including references and DBS checks.
  - Published: 2020-01-29
- Finding
  - Evidence: Person-centred culture with care plans developed collaboratively and individualised to each person's needs and preferences.
  - Published: 2020-01-29
- Finding
  - Evidence: No missed care calls since the agency started; manager personally covered calls when staff were unavailable.
  - Published: 2020-01-29
- Finding
  - Evidence: Registered manager demonstrated in-depth knowledge of staff and people, and was actively pursuing leadership qualifications.
  - Published: 2020-01-29
- Finding
  - Evidence: Consistent staffing enabled strong relationships between staff and people who used the service.
  - Published: 2020-01-29
- Finding
  - Evidence: People consistently reported feeling safe and that staff were always on time, polite and respectful.
  - Published: 2020-01-29
- **governance** _(minor)_
  - Evidence: it would be beneficial to maintain an overarching action plan to capture areas of the service identified for improvement.
  - Published: 2020-01-29
- **record_keeping** _(minor)_
  - Evidence: gaps in people's employment history had not always been explained.
  - Published: 2020-01-29
- **infection_control** _(minor)_
  - Evidence: staff did not always use the plastic aprons provided when delivering personal care.
  - Published: 2020-01-29
- **staff_training** _(minor)_
  - Evidence: We discussed with the registered manager that face to face training in this important area would be more effective, they undertook to explore this avenue with immediate effect.
  - Published: 2020-01-29
- **safeguarding** _(moderate)_
  - Evidence: Staff told us that they would report any concerns to the registered manager however, did not have awareness of the local authority's responsibility as lead agency for safeguarding matters.
  - Published: 2020-01-29

## 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/1-3727275725

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