We undertook an unannounced inspection of Drayton Village Care Centre on 15 and 16 May 2018.

Drayton Village Care Centre is a nursing home and is part of GCH (North London) Limited. It provides accommodation for up to 91 older people in single rooms. The home is situated within a residential area of the London Borough of Hillingdon. At the time of our visit there were 66 people using the service.

The provider transferred and re-registered Drayton Village Care Centre under a new limited company in May 2017. The location had previously been inspected and was rated Good overall, but this is the first rating for the service since the change in registration.

A registered manager was in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider reviewed incidents and accidents and identified actions with guidance for staff to help reduce a possible reoccurrence. Risk management plans had been developed providing staff with information as to how to help reduce risks to people who use the service. Care plans had been updated if a change to a person’s support needs had occurred including copies of any referrals to healthcare professionals for further assessment.

Medicines were managed and administered safely with clear processes and procedures in place. People told us they felt safe when receiving care. The provider had procedures developed to respond to any concerns relating to the quality of care provided.

There was a robust recruitment process in place and staff received the training and supervision they required to provide them with the knowledge and skills to provide care to people in a safe and effective way.

We saw there were enough staff on duty to provide meaningful care and support to people in a timely manner to meet their needs but some people and staff felt the service could do with more staff on the first floor unit.

Staff carried out comprehensive assessments of people’s support needs before the person moved into the home to make sure they could meet the person’s needs. People were supported to eat healthy meals that met their dietary, cultural and religious needs.

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

Staff supported people in a kind and caring manner, with positive and respectful interactions between staff and people using the service and relatives.

The care plans identified the person’s wishes as to how their care was provided and were up to date. A range of activities were organised and we saw people enjoyed taking part in these.

The provider had a complaints process and people were aware of how to raise concerns. We saw complaints were investigated and responded to in line with the provider’s procedure.

The provider had a range of quality monitoring systems including audits which were used effectively to help improve the quality of the service people received. People told us they felt the home was well led. All staff we spoke with told us that the senior management team was approachable and supportive.

Further information is in the detailed findings in the main body of the report.