Westminster Homecare Limited – South West London

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Learning culture during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. Staff worked with the local authority safeguarding adults’ teams when concerns arose and shared information to ensure appropriate action was taken to protect people’s safety. There were processes in place to ensure any safeguarding concerns were learnt from and shared with the staff team. People felt safe receiving care and support. One person said they felt, “Very safe, absolutely safe.”

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

People appreciated the support from staff to manage any risks to their safety. Comments from people and their relatives included, “[The care workers] seem to know what they are doing. They have a mobile frame to move [the person], they seem competent,” “[The care workers] usually say something to me (if they had any safety concerns). I’ve got dry skin on my back at the moment, they rub the cream in. They are just wonderful,” and “[The care workers] know using my 4-wheel trolley helps me. They don’t like me going upstairs (because of the risk of falling), so I don’t.”



Staff worked with people and health and social care professionals to identify risks to their safety and how they should be managed. Staff liaised with occupational therapists to review people’s moving and handling, and mobility needs and ensure they had the correct equipment in place to support the person safely. Staff highlighted if someone required support from a specialist team to meet their needs, for example, in relation to continence care, to ensure their health and welfare.

On the whole clear and detailed risk assessments were included in people’s care records. We found some improvements could be made regarding supporting people who displayed behaviour that challenged. The registered manager took on board this feedback and told us they would improve those records.

Care staff spoken with were aware of risks to people they cared for and how to support them to minimise those risks. Staff flagged to the office and on the electronic records system if they had any concerns relating to the safety of a person using the service so appropriate action could be taken.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

When a new care package was started, a team of care workers were introduced to the person, so when their regular care worker was not on shift, they were able to still receive support from someone they recognised and who knew them. People confirmed, on the whole, they received care on time and from a consistent team of care workers who they had built good working relationships with. Comments from people included, “[The care workers] are friendly and reliable,” “[The care worker] is wonderful, we have a good rapport,” “[The care workers] seem to be very capable,” and “They have a lot (of care workers) shadow to start, they have been brilliant, they understand it (the person’s diagnosis).” Some relatives felt there could be better communication regarding the rota and which care workers were coming and when. The registered manager told us they would ensure all relatives were aware that they could log into the app to access this information.

Clear recruitment practices were in place to ensure suitable staff were employed. A comprehensive induction programme was in place which ensured staff completed the provider’s mandatory training and had completed a programme of shadowing more experienced care workers, before supporting people independently. An ongoing training programme ensured staff completed refresher training to ensure their knowledge and skills stayed up to date with best practice. The provider had in house trainers so additional training could be easily delivered as and when required. Staff’s competency was checked during spot checks.

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Medicines optimisation during this assessment. The score for this quality statement is based on the previous rating for Safe.