We undertook this announced inspection on 20 February 2019. Harrow Carers is registered to provide personal care services to people in their own homes. The services they provide include personal care, housework and prompting people to take their medicines. At the time of this inspection, the registered manager informed us that there were 56 people who used the service. All of them lived in Harrow.

Not everyone using Harrow Carers receives a regulated activity. CQC only inspects the service received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act and associated Regulations about how the service is run.

At the last comprehensive inspection that we carried out on 6 August 2016 the service was rated Good. We however, found a breach of Regulation 17 Good Governance. The service did not have comprehensive quality assurance systems for monitoring and improving the quality of the care provided. We carried out a responsive inspection on 29 December 2016 and found the service had complied with the requirement made and there were comprehensive quality audits and checks for monitoring and improving the quality of the service. At this inspection we found the service had met all the regulations we inspected. We therefore rated the service as Good.

We received positive feedback from people and relatives of people who used the service. They spoke highly of care workers and informed us that they were satisfied with the care and services provided. They informed us that people had been treated with respect and they were safe when cared for by the service.

The service had a safeguarding adults’ policy and care workers were aware of the procedure to follow if they suspected people were being abused. Care workers recognised the importance of treating all people with dignity and respect. The service had a policy on ensuring equality and valuing diversity and was committed to anti-discrimination and upholding the human rights of individuals.

Risk assessments had been carried out to ensure that potential risks to people were identified and appropriate guidance provided for care workers.

The service had suitable arrangements for supporting people with medicines. The registered manager told us that care workers rarely administered medicines but only prompted people to take their medicines.

Infection control measures were in place and care workers observed hygienic practices.

The service had a recruitment procedure to ensure that care workers recruited were suitable and had the appropriate checks prior to being employed. These records had the necessary documentation such as a Disclosure and Barring Service check (DBS), references, evidence of identity and permission to work in the United Kingdom.

The service had a training programme to ensure care workers were able to care effectively for people. Care workers had received support and supervision from management staff. Teamwork and communication within the service was good.

The service was working within the principles of The Mental Capacity Act 2005 (MCA). Care workers were aware of the importance of seeking the consent of people or their representatives if people did not have capacity to make decisions for themselves.

The service had a policy for promoting equality and valuing diversity and protecting the human rights of people. Care workers formed positive relationships with people. There were arrangements for encouraging people and their representatives to express their views and make suggestions regarding the care provided. Individual assessments and car

We undertook this announced inspection on 29 December 2016. Harrow Carers is registered to provide personal care services to people in their own homes. It is a registered charity. The services they provide include personal care, housework and respite care for people so that their relatives can have a break.

At our last comprehensive inspection on 9 August 2016 we found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This is because the service did not have suitable arrangements for good governance. The service did not have comprehensive quality assurance systems for monitoring and improving the quality of the service. After the comprehensive inspection, the registered provider sent us an action plan telling us how they would meet legal requirements. We undertook this focused inspection on the 29 December 2016 to check that they had followed their plan and to confirm they now met legal requirements in relation to good governance.

This report only covers our findings in relation to Good Governance. You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for ‘Harrow Carers’ on our website at www.cqc.org.uk’.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act and associated Regulations about how the service is run.

At this focused inspection, we found that the provider taken action to comply with good governance. Checks on the quality of care provided by the service had been carried out. These included spot checks on care workers and reviews of the services provided. Telephone monitoring had also been carried out to obtain feedback from people who used the service. An audit of the service had been carried out a senior manager of the charity.

A satisfaction survey had been carried out. People and their relatives expressed confidence in the management of the service. Where suggestions had been made or deficiencies noted, action had been taken in response to improve services.

We undertook this announced inspection on 9 August 2016. Harrow Carers is registered to provide Personal Care services to people in their own homes. It is a registered charity. The services they provide include personal care, housework and providing respite for people who care for their relatives at home. The service was newly registered with us in January 2016. This is the first inspection of this service in their new location.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act and associated Regulations about how the service is run.

People and their representatives informed us that they were satisfied with the care and services provided. They informed us that people had been treated with respect and they were safe when cared for by the service. There was a safeguarding adults policy and suitable arrangements for safeguarding people from abuse.

Care workers were pleasant in their approach and knowledgeable regarding the individual choices and preferences of people. People’s care needs and potential risks to them were assessed and guidance provided to care workers on how to care for people. The registered manager and care co-ordinator prepared appropriate and up to date care plans which involved people and their representatives. The choices and preferences of people had been responded to.

There were arrangements for encouraging people and their representatives to express their views and make suggestions regarding the care provided and the management of the service. Reviews of care had been carried out to ensure that people received appropriate care. The service had a policy and procedure for the administration of medicines.

Care workers had been carefully recruited. The necessary checks had been undertaken prior to them starting work. New care workers had been provided with a comprehensive induction and training programme to enable them to care effectively for people. They had the necessary support and supervision from their manager. Teamwork and communication within the service was good.

People and their representatives expressed confidence in the management of the service. They stated that care workers communicated well with them and they found the service to be valuable and a great help to them. Care workers were aware of the values and aims of the service and this included treating people with respect and dignity, providing high quality care and promoting people’s independence where appropriate.

Complaints made had been promptly responded to. Two social care professional provided positive feedback regarding the management of the service. They indicated that the service was well organised and there was good communication with the service regarding the progress of people.

The registered manager stated that some audits and checks of the service had been carried out by herself and the care co-ordinator. These included spot checks on care workers, timesheets and care records. We however, noted that these checks and audits were not regularly documented and was not sufficiently comprehensive. There was no written evidence of regular audits of complaints, policies and procedures, staff records and care plans and assessments. Comprehensive checks and audits are needed so that the service can identify and promptly rectify deficiencies. We have made a requirement in respect of this.

We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what actions we told the provider to take at the back of the full version of the report.