Greenwich Gardens and Key 2 Care Leicester

This was the first assessment since Greenwich Gardens and Key 2 Care Leicester registered with CQC in November 2024. At this assessment the overall rating for Greenwich Gardens and Key 2 Care Leicester is Good. This is based upon the findings at this assessment.

People received safe care and were protected from avoidable harm. Staff understood safeguarding responsibilities, risks were assessed and managed, and medicines were administered safely by trained and competent staff. Recruitment, training and supervision arrangements supported safe care delivery, and electronic call-monitoring information indicated most visits were attended promptly and lasted for an appropriate duration. Although some staff described occasional workload and cover pressures, people generally felt safe and confident in the support they received.

People’s needs were assessed and their care was delivered in line with relevant guidance to support positive outcomes. Care plans included detailed information about people’s health, care, communication and clinical needs, and staff worked with health and social care professionals when people’s needs changed. Staff received training and support relevant to their roles and understood consent and mental capacity requirements. Although records showed involvement in care planning and reviews, some people and relatives felt they had not been sufficiently involved in formal reviews.

People were treated with kindness, compassion, dignity and respect. Most people and relatives described staff as kind, patient and supportive, and staff demonstrated an understanding of how to protect people’s privacy and respond sensitively to their immediate needs. Care and support reflected people’s individual preferences, strengths and life histories, and staff promoted independence, choice and control. Arrangements were also in place to support staff wellbeing and enable them to provide person-centred care.

People received personalised care that reflected their individual needs, preferences and communication requirements. Care plans contained information about people’s routines, life histories, risks and health needs, although information was held across two systems while the provider worked to consolidate them. People generally felt able to raise concerns and that their concerns were responded to and complaints and survey feedback were used to identify improvements. Some feedback indicated that communication, continuity of carers and involvement in reviewing care arrangements could be improved further.

The service had governance and management systems in place to monitor the quality and safety of care. Leaders promoted a positive and person-centred culture, and audits, team meetings, supervision and feedback were used to support learning and improvement. Staff generally described managers as approachable and supportive, and the service worked collaboratively with external professionals and partner organisations. There was no registered manager in post at the time of the assessment, but the provider was actively recruiting and management oversight arrangements remained in place.