YourLife (Harrow)

Care workers had received a range of training and support to enable them to carry out their role safely. People told us they received the right care and support from care workers who were well trained and competent at what they did.

Care workers were motivated to deliver care in a person-centred way based on people's preferences and likes. Care workers treated people with kindness, compassion and respect and ensured that people's dignity was maintained always. People spoke positively about the care and support they received.

People told us they received support from a consistent care team who knew them well. They told us care workers always arrived on time and stayed the right amount of time.

People's needs and choices were assessed and planned for. Care plans identified intended outcomes for people and how they were to be met in a way they preferred. Records relating to consent for care were accurately completed and people told us they were always offered choice and control over the care they received. Care was delivered in a personalised way which was in line with information recorded in people's care plans. People knew how to make a complaint and they were confident about complaining should they need to. They were confident that their complaint would be listened to and acted upon quickly.

The leadership of the service promoted person centred care and a positive culture within the staff team. An effective quality assurance system ensured that shortfalls in relation to the care provided could be addressed immediately and improvements in care made to the quality of care provided to people. People and care workers described the registered manager as supportive and approachable. The registered manager showed a continued desire to improve on the service and displayed knowledge and understanding around the importance of working closely with other agencies and healthcare professionals where needed.