How we work
Our approach to care at home
We are committed to providing personalised, compassionate and dignified care that promotes the independence and wellbeing of our clients to continue living safely at home. Our clients are always at the heart of our decision-making.
Our initial home assessment is free of charge. During this visit we will explain our services, listen to your needs and discuss how we can support you. If you choose our service, we will start your care at a pace that suits you and your family.
During the home assessment, we will ask you about your life and medical history. This helps us understand your care needs, hobbies, and interests, so that we can create an individual care plan and match you with care workers.
We will ask you questions about:
- what you like and don’t like,
- what tasks you need support with and what tasks you don’t need support with,
- what days and times you would like our care workers to visit,
- the order you would like us to carry out the tasks to support you
Information about your care is kept confidential and only staff who are involved in your care will have access to it. You can read more about how we store and process your information in our Privacy Notice.
We will schedule your care on a weekly basis. You can choose to have a regular pattern of recurring visits or to book visits on an ad hoc basis from week to week.
We will introduce a small team of care workers to you to ensure we can cover all your requested visits. All our staff are trained to the same high standards and are regularly observed in their work.
The details set us apart:
Do you prefer to have your bath or shower before you eat breakfast?
What is your favourite cereal?
How do you like your tea prepared?
Do you need an earlier visit on Tuesday mornings so you can attend your social club?
All these kinds of details are incorporated into your care plan so your care workers know exactly how you like things to be done.
It’s your choice:
Our role is to support you to make decisions about your life; not make decisions for you. We will help you have all the information you need to make choices about how you want to live at home, and we’ll support you to fulfil these choices.
CQC Outstanding rating
We have been rated Outstanding twice by the Care Quality Commission, the independent regulator of health and social care in England. Our first inspection under the current ratings system was in autumn 2016 when we became the first independent care company in London to be rated Outstanding and at the time, the only care company in west London.
We were absolutely delighted to retain our Outstanding rating at our most recent inspection in summer 2019. The latest figures published by the CQC in October 2019 show that only 2% of adult social care providers in London share this rating.
What does Outstanding mean?
You can feel confident that you will receive compassionate dignified care in your own home.
We will listen to you.
We have high expectations of our staff.
We are continuously learning and improving how we work.
Our Outstanding rating reflects the work of our entire team; the care workers who deliver compassionate care every day of the year, and the management team who dot all the “i’s” and cross all the “t’s” behind the scenes. Working together we endeavour to deliver an Outstanding service every day.
We use PASS to manage the administration of your care (care plan and risk assessments) and it is where your care workers record their care notes.
We are alerted if a care worker hasn’t started their visit so we can follow it up and check they have arrived safely. At the end of each care visit, the care notes are submitted to the office and can be read and reviewed by a care manager.
You and your family can read the care notes using the openPASS mobile application. This helps families stay up to date with the welfare of their loved one from anywhere in the world.
We use cloud-based software systems that allow the management team to access everything they need when they are working in the field or from home.
On call service
We have an out of hours number for any urgent issues that arise during the evenings and weekends. A manager is always on call.