HF Trust London Kingston

Right Care: Care is person-centred and promotes people's dignity, privacy and human rights.

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives.

People and their relatives were complimentary about the care and support provided. Comments included, "I am very content with how the home looks after [person]. Her personal care is excellent" and, "Good staff, easy to talk to and I have found them very helpful."

People were protected from risk of avoidable harm and abuse. Staff understood their responsibilities to identify and report abuse to keep people safe. Risks were identified and managed which enabled staff to deliver care safely.

Sufficient numbers of staff were allocated and met people's care and support needs. Relatives told us, "[Person] is always well groomed" and, "[Person] is always well dressed, all her clothes are clean."

Medicines management complied with best practice and guidance. Infection control and prevention

practices and including those associated with COVID-19 were effectively followed to minimise spread of disease and contamination. Staff learnt from incidents and accidents.

People were cared for by staff who were suitably recruited, trained and supported to meet their needs. People received healthcare services when required. A relative told us, "Staff contacted the doctor recently when [person] had an infection and then called me."

People enjoyed positive and meaningful caring relationships with staff who provided their care. Relatives commented, "[Person] has carers who have his best interest at heart" and, "Everyone seems very cheerful and caring, it's a very happy house."

People were supported in a manner that respected their dignity and privacy. A relative commented, "Carers are responsible, easy going, whilst still being professional." People consented to the care and support provided. Staff encouraged people to undertake tasks they were able to do for themselves, to be as independent as possible and to make choices about their daily living.

People underwent an assessment of their needs and received the support they required. Staff worked closely with healthcare services in a timely manner when people's health conditions declined. Care and support plans were reviewed to reflect changes to people's health. The registered manager ensured staff had guidance on how to support people to meet their needs. People knew how to make a complaint when they were unhappy with any aspect of the service.

Checks and audits identified shortcomings to care delivery. Improvements were made when needed. People, staff and relatives said their views about the service were sought and valued.

The five questions we ask about services and what we found