- Care home
Kilburn Care Centre
Assessment report published 16 September 2025
Contents
Ratings
Our view of the service
Date of assessment: 30 June 2025 to 13 August 2025. The service is a residential and nursing home providing support to older people and younger adults, some of whom were living with dementia or had nursing needs. The provider was in breach of 3 legal regulations relating to the governance of the service, safe care and treatment, and notifying the Care Quality Commission (CQC) about incidents.
The provider was previously in breach of the legal regulation in relation to the governance of the service. Not enough improvements were found at this assessment, and the provider remained in breach of this regulation. The provider’s processes for managing the service were not effective. Parts of the nursing home were not well maintained, and routine safety checks were not always carried out.
The provider was previously in breach of the legal regulations in relation to managing people’s medicines and safeguarding. Some improvements in those areas were found at this assessment and the provider was no longer in breach of the regulations in respect of those issues. However, at this assessment we found the provider was in breach of the regulation relating to assessing and mitigating the risks to people’s health and safety.
The provider did not have enough staff with the right skills, qualifications and experience, and often relied on agency nursing and care staff. The provider did not have a CQC registered manager at the service. Leaders and staff did not have a shared vision about the service. Leaders were not always visible to staff, and staff did not always feel supported by the provider.People were treated with kindness and compassion by staff and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way and understood their roles and responsibilities,
In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.
People's experience of this service
An Expert by Experience spoke with 6 people and 4 relatives of people using the service, to get their feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Most people told us they felt safe at the service but said staff needed to keep a closer watch on some people living with dementia, who would walk with purpose through the various corridors, to keep them safe. People told us agency staff were not always familiar with their care needs, and it sometimes took a long time for call bells to be answered by agency staff. Some people told us they felt uncomfortable being supported with personal care by agency staff they did not know. People told us the provider’s regular staff understood people’s needs and preferences. Some people told us they were not always able to have a bath or shower when they wanted one, as it was dependent on there being enough staff available to support them. Some people also told us they were not always able to go to bed at the times they wanted or be supported to get of bed at their preferred time in the morning, due to care staff not always being available to assist them.
People generally told us they were happy with the foods and drinks provided at the nursing home. People told us the provider’s staff worked very hard and always tried to be cheerful, but people felt staff morale was low at times. Some people told us they enjoyed the activities available to them. Other people told us they would like access to a quieter area and support with more individual activities.
People told us they were not sure who the manager was, as there had been a few changes in previous months. Some people told us things often took a long time to be repaired or replaced. Most people told us they were not often asked for their views on the service by the provider.