This was an announced inspection that took place on 11 April 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It is located in the Richmond area and provides short break domiciliary care for children and young people 0-18 who have learning disabilities, autistic spectrum disorder or a physical disability.

At the last inspection on 12 February 2016, all 5 questions were rated good with an overall rating of good.

At this inspection all the key questions were rated good with an overall rating of good.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run. The registered manager was on leave during the inspection and we conducted the inspection with senior members of the organisation.

Due to the communication challenges presented to children and young people when being interviewed by telephone, the views of their parents were sought. Young people and their parents were satisfied with the care and support that the Windham Croft Centre provided.

The organisation’s records were kept up to date and covered all aspects of the care and support provided for young people including the choices they had made and that they were being met. The documentation was in electronic data rather than paper form, clearly recorded and fully completed. It was regularly reviewed and this enabled staff to perform their duties well.

Staff were made aware of their responsibilities towards the young people, regarding the tasks they performed and the way that young people preferred to be supported. Staff support was focussed on the young people as individuals and provided in a professional, friendly and kind manner.

Staff understood that they must treat the young people equally and respect their diversity and human rights. Young people’s relatives said they felt they and the young people were treated fairly.

Staff had received appropriate training, were knowledgeable and made themselves accessible to young people and their relatives. Staff said the organisation was a good place to work and they enjoyed their work.

Staff encouraged young people and their relatives to discuss health and other needs with them and passed on agreed information to GP’s and other community based health professionals, as required. Staff protected young people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure their likes, dislikes and preferences were met.

The organisation was aware of the Mental Capacity Act (MCA) and its responsibilities regarding it.

The young people’s relatives said that the registered manager and management team were approachable, responsive, encouraged feedback and consistently monitored and assessed the quality of the service provided.

The health professionals that responded said that they were happy with the service provided.

This was an announced inspection that took place on 12 February 2016.

The Windham Croft Centre provides short break domiciliary care for children 0-18 who have learning disabilities, autistic spectrum disorder or a physical disability. The service is run jointly by the London Boroughs of Richmond and Kingston upon Thames.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

This was the first inspection since registration. At this inspection the agency met the regulations inspected against.

Due to the communication challenges presented to children and young people when being interviewed by telephone, the views of their parents were sought. Parents said the service provided was the type that they and their children needed and that it met their expectations. The designated tasks were carried out in the way they wished. People felt safe, particularly with well-established support workers and thought the staff team and organisation really cared. They thought the service provided was safe, effective, caring, responsive and well led.

The agency kept records that were up to date and covered all aspects of the care and support received. The information was clearly recorded, fully completed, and regularly reviewed. This enabled staff to perform their duties appropriately.

Staff knew about the children and young people they provided a service for, the way they liked to be supported and worked together as a team when required. Staff conducted themselves in a professional and friendly way that was focussed on the individual and their needs. They were trained, knowledgeable and accessible to the children and young people using the service and their parents. Staff thought the organisation was a good one to work for and they enjoyed their work. They had access to good training and support.

Parents said they were able to discuss health and other needs with the agency, staff and had agreed information passed on to GPs and other community based health professionals, if required. Staff gave advice about healthy food options and balanced diets if requested by parents.

The agency staff knew about the Mental Capacity Act and their responsibilities regarding it.

Parents said they were comfortable approaching the manager and management team who were responsive, encouraged feedback from them and monitored and assessed the quality of the service provided.