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Northolt Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 10 March 2021

About the service

Northolt, also known as Lean On Me, is a domiciliary care agency. It provides personal care to mostly older people living in their own homes in the London Borough of Ealing. It also supports some adults who are living with dementia and adults who have physical disabilities. At the time of our inspection the service was providing care and support to 72 people. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People told us they felt safe. However, the provider had not always appropriately completed risk management plans regarding the risks of the COVID-19 virus to people’s health and well-being so as to identify all t reasonably practicable measures to reduce those risks.

The provider’s systems in place to monitor the quality of the service and make improvements when required had not always been effective. Despite the provider’s checks and audits some people’s care plans had not been updated to set out the care they received, reflect people’s preferences or clearly identify how to meet some people’s communication or sensory impairment needs.

We found the provider’s systems for coordinating care visits only provided limited assurance staff were always deployed effectively to meet people’s care needs. The provider was in the process of launching an online monitoring staff monitoring system to reduce the risk of late or missed care visits.

People and relatives felt staff were caring and treated them with dignity and respect. Staff promoted people’s privacy.

There were arrangements in place to support people to take their medicines safely.

Staff felt supported in their roles and were confident they would be listened if they raised concerns. They were provided with induction, a blend of online and room-based training and supervision. Staff helped people to access healthcare services.

The provider regularly sought people’s and their relatives’ views about the quality of the care people received. The provider conducted regular checks on staff to assess the performance and how they were working with people.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service mostly supported this practice.

We have made a recommendations about and the safe handling of people’s money.

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 28 August 2019). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made sustained and the provider was still in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating. It was also prompted in part due to concerns received about how the provider deployed staff to meet people’s needs effectively and a decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well-led sections of this full report. The rating for the service remains requires improvement. This is based on the findings at this inspection. You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Northolt on our website at


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the ex

Inspection areas


Requires improvement

Updated 10 March 2021

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 10 March 2021

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 10 March 2021

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 10 March 2021

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 10 March 2021

The service was not always well-led.

Details are in our well-Led findings below.