London Borough of Merton – Reablement Service

“At the time of this inspection there were 36 people using this service. The 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.”

“We looked at all 5 key questions and 33 quality statements during this assessment. Based on the findings of this inaugural CQC assessment we have rated them good overall.”

“People were safeguarded from the risk of harm and abuse, staff understood how to raise concerns with the relevant authorities if they suspected people were at risk. The provider assessed risks to people, including those in relation to their home environment and equipment. Staff were recruited safely, and they were supported through a robust induction, training and supervision. Where required, people were supported to take their medicines in a safe way.”

“Appropriate assessments were completed before the provider began supporting people. Staff reviewed assessments, taking account of people’s communication and personal care needs. Consent to care was agreed with people when they first began to use the service. People and, where appropriate, their next of kin were supported to give informed consent and agreed to their packages of care.”

“They supported people to achieve their outcomes as stated in their original assessments. The provider worked with health and social care professionals to ensure people received joined up care.The success rate of the service was measured at 82% of those people receiving reablement service leave the service without ongoing care and the remaining with a reduced package of care.”

“The provider was exceptional at monitoring and supporting people to achieve their stated aims/goals and at promoting people’s independence. They ensured that outcomes were positive, consistent, target focussed and achievable.”

“The provider was exceptional in meeting people’s immediate needs, providing support at short notice and ensuring any equipment needed was in place.”

“People were involved in decisions about their care and were involved in planning their care. People were confident the provider would listen to any feedback, including any complaints and act on it. People received fair and equal care and treatment.”

“Leaders and staff had a shared vision and culture. Leaders were visible, knowledgeable and supportive. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. The provider had established its quality assurance and governance checks to ensure they continued to provide a good service.”