- Homecare service
Archived: Kind Hearts Care Company Ltd
Assessment report published 29 July 2025
Contents
Ratings
Our view of the service
Date of Assessment: 11 June to 14 June 2025 with site visit on 11 June. Kind Hearts Care Company Ltd is a domiciliary care agency that provides personal care to people living in their own homes. At the time of this inspection 34 people were receiving support with personal care. We found 2 breaches in regulation in relation to staffing and governance. People did not always receive care and support from staff who were trained and qualified to meet their needs. Appropriate recruitment checks were not always in place to help ensure staff employed were suitable to care for people safely. Although there were governance systems in place to monitor the quality of the service, these had not identified or addressed the concerns we found. People’s care needs were met in an effective way. There was oversight in place to monitor missed, late and cancelled calls. People were treated with kindness and compassion. The provider supported staff wellbeing and staff felt supported to give feedback. Staff were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Leaders were visible and supportive, helping staff develop in their roles. This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. At the time of our inspection a manager was in post and registered with the Care Quality Commission.
People's experience of this service
People and their relatives were happy with the service. They felt their needs were met and they received personalised care and were able to make choices. People described the staff and management as kind, supportive and caring. Comments from people and their relatives included, “Well it is fantastic, we were so relieved to have found them”, “It’s very good, they turn up when they should and do what is needed”, “We had not used them before but they were recommended to us and we would definitely use them again”, “It is excellent, we have had the service since January, we had another service before and we changed to this, and it is marvellous” and “It is fantastic; they couldn’t be more helpful.”
The provider ensured people received personalised care which met their needs. Staff supported people with their individual needs including celebrating their birthdays and taking them to places of their choice.