# Concord Care Services

*Operated by Concord Care Services Ltd.*

Concord Care Services is a CQC-regulated home-care agency in New Malden.

## CQC Ratings

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

Rating published: 09/04/2025

## Practical info

- Postcode: KT3 3ST
- Local authority: Kingston upon Thames
- Region: London
- City: New Malden
- Last CQC check: 09/Apr/2025 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-04-06
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-04-06
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-04-06

### effective

- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2022-04-06
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-04-06
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-04-06
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-04-06
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-04-06

### Other

- Finding
  - Evidence: Quality assurance checks and partnership working with external stakeholders
  - Published: 2022-04-06
- Finding
  - Evidence: Registered manager promoted open, transparent culture with regular feedback
  - Published: 2022-04-06
- Finding
  - Evidence: Care plans were personalised, up to date and reviewed regularly
  - Published: 2022-04-06
- Finding
  - Evidence: Consistent care worker allocation enabling good relationships
  - Published: 2022-04-06
- Finding
  - Evidence: People and relatives praised caring attitude and empathy of care workers
  - Published: 2022-04-06
- Finding
  - Evidence: Staff received induction, mandatory training, supervision and competency checks
  - Published: 2022-04-06
- Finding
  - Evidence: Care workers were reliable, on time and stayed for the expected duration
  - Published: 2022-04-06
- Finding
  - Evidence: Robust recruitment checks including DBS, references and right to work checks
  - Published: 2022-04-06
- **infection_control** _(minor)_
  - Evidence: On our arrival at the office staff failed to ask us for evidence to show we did not have COVID-19, contrary to the provider's own infection control/COVID-19 procedures for visitors.
  - Published: 2022-04-06

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-04-06
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences; Meeting people's communication needs
  - Published: 2022-04-06

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-04-06
- Finding
  - Preventing and controlling infection
  - Published: 2022-04-06
- Finding
  - Using medicines safely
  - Published: 2022-04-06
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-04-06
- Finding
  - Staffing and recruitment
  - Published: 2022-04-06
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-04-06

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-04-06
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-04-06
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2022-04-06
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-04-06
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2022-04-06

## 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/1-9781027959

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