Background to this inspection
Updated
20 August 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
Our inspection was completed by one inspector and an Expert by Experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started with a visit to the office location on 1 August 2019 and the expert by experience made telephone calls to people who used the service on the 5 August 2019.
Before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider had not been requested by CQC to complete a provider information return.
During the inspection
We spoke with three people who used the service and three relatives. We spoke with one of the two members of staff and the registered manager. We reviewed two people's care records, two staff personnel files, audits and other records about the management of the service.
Updated
20 August 2019
About the service
Tender Hearts care Agency Ltd is a domiciliary care service providing care and support to people in their own homes. They were providing a service to 7 people at the time of the inspection. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection, three people were receiving a regulated service.
People’s experience of using this service and what we found
The provider recruited staff safely and ensured that required checks were completed before they started to provide care to people.
People received care from a small team of regular care workers. There were deployed to meet people's needs and respond to changes in need.
The provider had submitted notifications as necessary to the Care Quality Commission. The provider is legally obliged to send us notifications of incidents, events or changes that happen to the service within a required timescale.
People received safe care and support because staff were trained to recognise signs of potential abuse.
Staff followed infection prevention and control procedures when supporting people in their own homes.
People were supported by a caring and compassionate staff team. People were supported to maintain their independence and their privacy and dignity was valued and respected.
People received safe care and support. Risks were assessed and managed to reduce the likelihood of avoidable harm.
Systems used for the management of medicines were safe and people received their medicines as prescribed.
The provider arranged training for staff that met the needs of people using the service. Staff were assessed for their competency which ensured they were safe to work with people.
Care plans were developed for each individual and included people's preferences and wishes.
Audits were in place that checked the quality of the service. Action plans were implemented and followed where necessary. There was an open culture in the service and the registered manager made themselves available.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The provider changed from a partnership to a limited company in December 2018. The last rating for this service was good (published 1 June 2018). The service remains rated good.
Why we inspected
This was a planned inspection based on the provider being a new legal entity.