A west London domiciliary care service has been rated as overall Outstanding by the Care Quality Commission.
Care Concern (Homecare) Limited, based in Chiswick, was rated Outstanding for being caring and well-led. It was rated Good for being safe, effective and responsive, after the inspection in September.
Care Concern (Homecare) Limited provides a range of services to people in their own home including personal care. All the people using the service were older people, some of whom were living with dementia. At the time of the inspection 54 people were receiving personal care in their home and all were paying for their own care.
The agency regularly sought people's views about the quality of the service they received and their views were listened to. Care Concern took action to make improvements based on feedback from people, relatives and care workers.
Debbie Ivanova, CQC’s Deputy Chief Inspector of Adult Social Care, said: “People told us that the care workers were extremely caring and communicated effectively with them, responded to their needs promptly and treated them with kindness and respect.
“The care workers knew people well and were exceptional at delivering care that made people feel valued. The service regularly went above and beyond the agreed care package to deliver sensitive and caring support to people. The provider and senior team were passionate about promoting person centred values as the basis of the service and ensured these were followed consistently by the care staff.
“Staff understood the importance of ensuring people's emotional and physical needs were met. All the staff had been trained in end of life care to ensure they provided sensitive and compassionate care for people who were reaching the end of their life. A recently bereaved relative told us their family member had received an 'excellent service' and had been treated with care and compassion.
“People received care that was responsive to their individual needs. People told us that the care they received was ‘brilliant’.”