Harrow Council - 14-15 Kenton Road

At the last inspection, in December 2015 the service was rated Good.

At this inspection we found the service remained Good.

A registered manager was employed at the service and had been in the role since 2015. 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 2008 and associated Regulations about how the service is run.

There was a system to ensure that people were safe and protected from abuse. Staff were able to describe to us the different ways that people might experience abuse and the correct steps to take if they were concerned that abuse had taken place. Recruitment records showed that relevant checks had been completed. References had been obtained from previous employers as part of the process to help ensure staff were suitable and of good character. There were sufficient numbers of staff deployed to support people to stay safe and to meet their needs. Risks to people’s safety and welfare had been assessed and measures put in place to mitigate these risks. People's medicines were safely managed. There were clear policies and procedures in the safe handling and administration of medicines.

People’s health needs were met. They had their needs assessed across a wide range of areas, including their medical and mental health needs. Individual plans were in place for these areas and specialist input from other professionals had been obtained. The home was working in accordance with the Mental Capacity Act 2005 (MCA). People’s capacity to make specific decisions had been assessed. They were offered external support from agencies such as independent mental capacity advocates (IMCA) to support them if required. Staff had completed essential training. Where people had specific diagnosis, additional training was provided.

People told us staff were caring in their approach. We observed staff spoke with people in an appropriate way throughout the inspection. The home had a policy on ensuring equality and valuing diversity. This reminded staff to respect people’s preferences regardless of their background. People were supported to be as independent as possible, and where possible, staff assisted people to increase their independence skills. Individual communication needs were assessed. However, the registered manager acknowledged improvements were required in relation to Accessible Information Standard.

People told us they received personalised care. People at the home were on Care Programme Approach (CPA). CPA is a package of care for people with mental health problems. Each person at the home had a care coordinator, who ensured people received care that met their needs. Care plans were regularly reviewed. This helped to monitor whether they were up to date and reflected people's current needs.

People felt the service was well run. Equally, staff were satisfied with the leadership of the home. There were effective systems to assess, monitor and improve the quality of the service provided. A range of quality assurance processes, including staff meetings, surveys, audits, management of accidents and incidents, management of complaints had been used continuously to drive improvements.

Harrow Council - 14/15 Kenton Road is a care home providing personal care and accommodation for people with mental health needs. It is a service run by Harrow Council, located in Harrow on the Hill and accommodates up to 14 people.

There was a registered manager working at the service. 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 2008 and associated Regulations about how the service is run.

People were positive about the way staff treated them. Each person we spoke with told us their care workers were kind and compassionate. We observed how staff talked and interacted with people and saw that people were at the centre of the service and were treated with respect.

The care provided to people was person centred. Person centred means that care is tailored to meet the needs and aspirations of each individual. The provider carried out a comprehensive assessment to make sure people’s needs could be met.

Staff had a good understanding of how to protect people from the risk of harm. They had been trained and had access to guidance and information to support them with the process. Risks to people’s health and safety had been assessed and the service had care plans and risk assessments in place to ensure people were cared for safely.

There were sufficient numbers of staff deployed at the service to make sure people received the care, support and time that they needed. The staffing levels were flexible and were increased if a person needed extra support or for events and activities.

Staff told us they received appropriate training and support and that their views about people’s needs and the service itself were listened to.

The home provided good quality food and catered for people’s individual preferences. This included people’s specific health and dietary requirements. Food and drinks were available to people throughout a 24 hour period.

People were confident that their concerns or complaints would be listened to and acted upon.

There was an effective system in place to assess and monitor the quality of the service and to drive improvements.

Although we received one comment that activity and course opportunities did not meet their needs, all the people we spoke with told us they were happy with the care they received. Most people were happy with the courses and activity opportunities. Care and treatment was provided that met peoples' needs, including in emergencies.

The service was in contact with other providers who inputted into people's care. The service took into account other providers information when providing their own support.

All the people we spoke with were happy with how their medicines were being managed. Other than two minor recording errors, the service had in place appropriate systems to store, administer and manage people's medicines.

All the staff we spoke with felt that they were supported by the provider. Staff were trained and had appropriate professional development.

All the records we saw were up to date and fir for purpose.

All the people we spoke with were happy with their care and said they were treated well. We found the service cared for people in a way that that ensured their safety and welfare.

None of the people we spoke with had any concerns regarding the way they were cared for. The service had procedures in place to ensure that any suspicions of abuse were responded to appropriately.

All the people we spoke with said there were enough staff to meet their needs. The provider had appropriately skilled and trained staff to meet people's needs. Although concerns were raised by staff, we found the level of staffing to be appropriate.

People said they were able to give feedback to staff about the care that they received and this was listened to. The provider checked to ensure that the service was meeting people's needs and gathered feedback from a range of stakeholders about how the service was performing.