# Phoenix Care Support Services

*Operated by Phoenix Care Support Services Limited.*

Phoenix Care Support Services is a CQC-regulated home-care agency in Romford.

## CQC Ratings

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

Rating published: 13/04/2022

## Practical info

- Postcode: RM1 2LH
- Registered manager: Ayoola-Giwa, Funke
- Local authority: Havering
- Region: London
- City: Romford
- Last CQC check: 13/Apr/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-04-23
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-04-23
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-04-23

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-04-23
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-04-23
- Finding
  - Supporting people to eat and drink enough and access healthcare services
  - Published: 2022-04-23
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-04-23

### Other

- Finding
  - Evidence: Sufficient staffing levels with cover arrangements when staff were unavailable
  - Published: 2022-04-23
- Finding
  - Evidence: Staff received regular one-to-one supervision and team meetings, and felt supported by the registered manager
  - Published: 2022-04-23
- Finding
  - Evidence: A complaints procedure was in place and relatives knew how to raise concerns
  - Published: 2022-04-23
- Finding
  - Evidence: Staff received safeguarding training and demonstrated knowledge of safeguarding processes
  - Published: 2022-04-23
- Finding
  - Evidence: People's privacy, dignity, independence and confidentiality were respected and promoted
  - Published: 2022-04-23
- Finding
  - Evidence: Staff were safely recruited with required pre-employment checks including DBS and references
  - Published: 2022-04-23
- Finding
  - Evidence: Staff followed infection control procedures and people were protected from infections such as COVID-19
  - Published: 2022-04-23
- **incident_learning** _(moderate)_
  - Evidence: Audits were not carried out on aspects of the services, which included medicines, care plans and risk assessments.
  - Published: 2022-04-23
- **communication_with_families** _(moderate)_
  - Evidence: people's ability to communicate was not robustly recorded in their communication care plan, to help ensure their communication needs were met.
  - Published: 2022-04-23
- **record_keeping** _(moderate)_
  - Evidence: the stocks of medicines were not recorded accurately. It was not possible to account for these medicines or confirm they had been given as prescribed.
  - Published: 2022-04-23

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-04-23
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2022-04-23
- Finding
  - Meeting people's communication needs
  - Published: 2022-04-23
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-04-23

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-04-23
- Finding
  - Preventing and controlling infection
  - Published: 2022-04-23
- Finding
  - Staffing and recruitment
  - Published: 2022-04-23
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-04-23
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-04-23
- Finding
  - Using medicines safely
  - Published: 2022-04-23

### well_led

- Finding
  - Duty of candour; Managers and staff being clear about their roles
  - Published: 2022-04-23
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-04-23
- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2022-04-23

## 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/1-8251228746

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