# Head Office

*Operated by Mercylink Care Services Ltd.*

Head Office is a CQC-regulated home-care agency in Romford.

## CQC Ratings

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

Rating published: 06/07/2023

## Practical info

- Postcode: RM6 4BB
- Registered manager: Olowojoba, Temilade
- Local authority: Redbridge
- Region: London
- City: Romford
- Last CQC check: 06/Jul/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-07-06
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-07-06
- Finding
  - Ensuring people are well treated and supported; equality and diversity
  - Published: 2023-07-06

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-07-06
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-07-06
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-07-06
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-07-06
- Finding
  - Staff support: training, skills and experience
  - Published: 2023-07-06

### Other

- Finding
  - Evidence: Service improved from previous Requires Improvement / Inadequate ratings across multiple domains
  - Published: 2023-07-06
- Finding
  - Evidence: Positive culture with open feedback mechanisms including surveys and staff meetings
  - Published: 2023-07-06
- Finding
  - Evidence: Monthly quality assurance audits covering medicines, call logs, staff files and care plans
  - Published: 2023-07-06
- Finding
  - Evidence: Person-centred care plans reviewed regularly and co-produced with people and relatives
  - Published: 2023-07-06
- Finding
  - Evidence: Regular supervisions and spot checks carried out; staff reported feeling well supported
  - Published: 2023-07-06
- Finding
  - Evidence: Staff completed Care Certificate and condition-specific training; training matrix maintained by registered manager
  - Published: 2023-07-06
- Finding
  - Evidence: Medicines managed safely with TMARs, MARs and competency assessments all in place
  - Published: 2023-07-06
- Finding
  - Evidence: Digital call monitoring system used to ensure staff attend visits on time; relatives confirmed punctuality
  - Published: 2023-07-06

### responsive

- Finding
  - End of life care and support
  - Published: 2023-07-06
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-07-06
- Finding
  - Meeting people's communication needs
  - Published: 2023-07-06
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-07-06

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-07-06
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-07-06
- Finding
  - Using medicines safely
  - Published: 2023-07-06
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-07-06
- Finding
  - Staffing and recruitment
  - Published: 2023-07-06
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-07-06

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-07-06
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-07-06
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-07-06
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-07-06

## 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/1-5442173184

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