Network Healthcare - Harrow

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness and compassion. Their privacy and dignity were respected. A relative told us, “[My family member] can be difficult, but they do a cracking job, they are patient with them and get them to do things like have a shower.” Another relative said, “They have been fantastic in giving care to [my family member], really lovely, [My family member] has some memory loss, and they respect and include them in what they are doing. They respect [my family member] and are really friendly.”

People were familiar with care staff that supported them and felt comfortable in their presence. People received care from a consistent regular team of care staff that they were familiar with. This was confirmed by people and relatives we spoke with. A relative said, “It’s a small group of carers.” Another relative told us, “It’s a regular group of carers who come to see [my family member].”

Staff spoke about people in a respectful manner and demonstrated empathy. They told us they prioritised spending time with people, so they felt comfortable in their presence.

People told us they were treated well by care staff. Staff told us they respected people as individuals and respected their backgrounds, including their cultural and religious beliefs.

Staff had received training in equality and diversity. Policies and procedures were in place which covered equality, diversity, and discrimination.

People were treated as individuals and staff provided care, support and treatment that met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were supported to make choices about their care and support where possible. Care staff had established positive relationships with the people they supported. Staff promoted people’s independence and encouraged them to do as much as possible for themselves.

People received care and support from care staff that was personalised and responsive to their individual needs.

The majority of people and relatives told us care staff were responsive and attentive to people’s needs. A relative told us, “They are responsive and notice small changes in mood, notice if [my family member] is not eating as much and will bring this to my attention. We work together.” A person however told us, “The office are not responsive.”

Staff told us they knew people well. People mostly received care from the same small team of care staff.

Daily care records were reviewed by management to check that staff provided care in a person-centred way and to help recognise people’s changing health needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A member of staff told us, “The manager is brilliant. The communication is brilliant. They are always accommodating and they will help in any way they can.”

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly. The registered manager told us, “I have an open door policy with no barriers. I encourage carers to come and speak to me. They feel comfortable talking to me.”