The Care Quality Commission

Archived: Thames Healthcare Services Ltd

Riverbank House, 1 Putney Bridge Approach, London, SW6 3JD

Provided and run by:
Thames Healthcare Services Limited

All Inspections

11 February 2013

During a routine inspection

Care workers protected people's privacy and dignity and treated them with respect. For example, people said 'they are very professional in how they provide personal care' and 'they are very discreet and always ensure my friend's privacy is respected as they are helping them to get dressed'.

All the people we spoke to said that care workers understood and supported their choices and preferences. One person commented'my carer always asks me what I want'.

Staff were trained in safeguarding vulnerable adults. There was a policy and procedure in place for how to report any concerns, including to the local authority. Staff spoken with were aware of what to do if a safeguarding incident occurred and told us they would report it to their manager immediately.

When staff started at the service they received an induction. There was a procedure in place for them to undergo annual appraisals where their performance would be discussed and targets set for the coming year. There were no staff employed at the agency that have worked there for a year at the time of the inspection.

Regular feedback questionnaires were completed. People using the service told us that they would be happy to raise any concerns with staff if they had any.

22 February 2012

During a routine inspection

People who use the service, relatives and staff made many positive comments about the service. People felt respected and involved in decisions about the care and support provided and said staff from the Service were very approachable, listened to their views, acted on them and treated them with respect.

They commented that the staff always ask them what support they need and encourage them to complete a task, they feel they are getting the service they want. They said the service provided is regularly reviewed and updated.

People who use the service told us that the staff are skilled in their roles and provide the service they want, when and how they want it.

People commented that they knew how to complain and who to. Any problems were quickly dealt with and the manager kept them informed of progress towards resolving their complaint.

We looked at the quality questionnaires that the service sent to people as part of their

monitoring of service quality. They showed that people who use the service made positive comments.