22 August 2022
During a routine inspection
Operations Office is a domiciliary care agency and is based in the London Borough of Havering. The service provides personal care to people in their own homes. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
At the time of the inspection, the service was supporting three people with personal care.
People’s experience of using this service
Not all staff had received effective training to support people safely. People were not supported to have maximum choice and control of their lives. The policies and systems in the service did not support this practice.
Robust quality assurance systems were not in place to ensure shortfalls were identified. Quality monitoring systems were not in place to obtain feedback from people to make improvements.
Risks were identified and were assessed to ensure people received safe care. People told us they felt safe when receiving support from staff. Staff were aware of how to safeguard people from abuse. Systems were in place to ensure staff attended calls on time. Systems were in place to prevent and minimise the spread of infections when supporting people. Pre-employment checks had been carried out to ensure staff were suitable to work with vulnerable people.
People received care from staff who were caring and had a good relationship with them. Staff respected people’s privacy and dignity. People were encouraged to be independent and to carry out tasks without support.
Care plans were person centred. Care plans had been reviewed regularly to ensure they were accurate. Systems were in place to manage complaints and people’s communication needs were met.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 27 July 2021 and this was the first inspection.
Why we inspected
This was a planned inspection based on when the service registered with us.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.