Network Healthcare - Harrow

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. This is the first assessment for this service. At this assessment the rating is good. This meant people’s needs were met through good organisation and delivery.

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’s needs were met in a personalised way. Staff demonstrated good awareness of people’s individual support needs and preferences. Staff were knowledgeable about what people liked and what their preferences were and how best to meet them.

People received consistent person-centred care and support. Care plans included personalised information and guidance for staff to make sure they treated people as individuals.

The provider's processes included liaising with other professionals where appropriate and provided continuity of care.

The provider helped people to access services they needed in the community. This included liaising with different healthcare professionals and providing support for people to attend appointments.

There were mixed comments about whether people and relatives were given an opportunity to share feedback and ideas. Comments included; “A little while ago [the manager] came round to do a review visit”, “Occasionally a manager will fill in for a carer and do a check” and “No, there are no questionnaires or spot checks.”

We raised this with management. They explained that they carried out regular telephone calls and had carried out a survey in May 2025 but would contact people and relatives and remind them that they are welcome to share feedback at any time.

Staff were responsive to people’s needs and took appropriate action to provide people with effective care and support. Staff received support and training to help them enhance communication with people.

There was a complaints procedure in place. People and relatives were aware of the procedure and said they would raise concerns if needed.

There was a lack of detail in people’s care plans about their communication needs. We raised this with the registered manager who advised that they would review this.

There were mixed comments about whether people and relatives were given an opportunity to share feedback and ideas. Comments included; “A little while ago [the manager] came round to do a review visit”, “Occasionally a manager will fill in for a carer and do a check” and “No, there are no questionnaires or spot checks.”

We raised this with management. They explained that they carried out regular telephone calls and had carried out a survey in May 2025 but would contact people and relatives and remind them that they are welcome to share feedback at any time.

Staff were responsive to people’s needs and took appropriate action to provide people with effective care and support. Staff received support and training to help them enhance communication with people.

There was a complaints procedure in place. People and relatives were aware of the procedure and said they would raise concerns if needed.

There was a lack of detail in people’s care plans about their communication needs. We raised this with the registered manager who advised that they would review this.

A system was in place to support people to access health care providers. Information was available to people, staff and care professionals as required.

Feedback from an external health and social care professionals indicated that people were supported to access the care and support they needed. No concerns were raised in relation to this.

People's equality needs were met. People's cultural and religious needs were met. Such needs were documented in care records.

Staff were complimentary about working at the agency and said they felt valued by their colleagues and management. Staff were clear about their roles and responsibilities. They were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

Procedures regarding equality and diversity were in place. Staff had completed training to understand how to meet people's diverse needs.

The registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the appropriate training. The registered manager expressed a commitment to ensuring such care and support would be personalised.