Acer Healthcare Northwood & Ruislip

The service was registered with CQC on 4 September 2023. This was the first assessment. The service has been rated good.

There were systems to ensure people received safe care and treatment. Managers assessed risks to their safety and wellbeing. They created plans to mitigate risks and to help keep people safe. Staff completed a range of training to help them understand how people needed to be supported in a safe way.

The provider investigated and responded to accidents, incidents and concerns. They kept people informed about outcomes. Staff learnt from these and improvements were made to the service.

There were enough staff to support people and meet their needs. There were systems to ensure safe recruitment and checks. Staff completed a thorough induction and had the information they needed for their roles. Managers provided them with supervision and guidance. Staff told us they felt supported and enjoyed working at the service.

The provider assessed and planned for people’s care and support needs. They involved people and their relatives in care planning. People were able to make decisions and could request changes. Staff monitored their health and wellbeing. People consented to their care.

People were cared for by kind, caring and polite staff. People received personalised care which reflected their individual needs and choices. They were supported to retain independence. People’s human rights and diverse needs were respected. People had enough information about the service and could share their views.

There were effective systems for monitoring and improving the quality of the service. There was no registered manager at the time of our assessment, although there was a team of senior staff and directors who worked closely to oversee the day to day running of the agency. They were in the process of recruiting a new manager. The provider carried out a range of audits based on best practice guidance. They used these to help drive improvements. The governance processes were well established and remained effective whilst no registered manager was in post.