The Care Quality Commission
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Archived: Reardon Court Domiciliary Care Agency

Reardon Court, 26 Cosgrove Close, London, N21 3BH (020) 8447 9980

Provided and run by:
London Borough of Enfield

All Inspections

6 May 2014

During a routine inspection

Reardon Court Domiciliary Care Agency is a service for 26 people receiving personal care in extra care sheltered housing. It is part of a wider care complex including a care home and a day centre. The service had a registered manager who was also the registered manager for the provider’s residential care home. A team leader provided the day to day management of the service.

Although, most people and their visitors told us people felt safe we found that aspects of the service were not safe. People we spoke with told us of concerns they had about the competency of agency staff who were brought in when there was a shortage of permanent staff. We also found some medicines administration errors. Care was effective. People were supported to receive the care they wanted and needed. Most people and those significant to them told us that staff were caring and kind. However, we were told by people that some care staff were not respectful to some people.

The care provided was not always responsive to people’s needs. Most people were supported to express their views and make decisions about their care and support. However, staff and managers were not aware of best interest decisions and capacity assessments for people who were unable to make some decisions.

People and relatives told us that the team manager and staff were approachable. Regular audits were made of the service and accidents, incidents and complaints were monitored. Some improvements identified by the service had been made and others were planned. However we found some issues during our visit which had not been identified by the audits. Effective staff recruitment, training and support for staff was in place. Most people’s views of the service were sought.

15 August 2013

During a routine inspection

We found that people gave their consent verbally, in writing and with the assistance of people significant to them. Staff told us that they respected the person's right to refuse care or treatment.

People's needs were assessed and care and treatment was mostly planned and delivered in line with their individual care plan. Care plans showed the person's individual needs and choices including their personal care, risk assessments, emotional and health needs. Most plans were regularly reviewed. One person we spoke with told us "it's good, like home." One relative told us "my relative is happier than they have been anywhere else."

Staff were appropriately supported by the provider and acting manager to deliver care and treatment to people safely and to an appropriate standard. This included supervisions, appraisals and appropriate training.

People who use the service and their representatives were asked for their views about their care and treatment by the service which led to improvements. Records showed that some quality audits had been made by the acting manager.

25 July 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.

We used telephone interviews and home visits to people who use the service and to their main carers (relatives or friends) to gain views about the service. We gained the direct views of nine people who use services and three relatives.

Most people told us that care workers were respectful towards them. Care staff were described as 'friends more than carers.' Most people felt that staff were capable and knew what to do.

The majority of people told us that they were involved in decisions about their care and support.

Most people told us that independence was encouraged by care staff, and they felt safe with the care staff provided.

None of the people we spoke with had made a complaint to the agency.