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Warm Caring Heart

Overall: Good read more about inspection ratings

23-25 St. Albans Road, Lytham St. Annes, FY8 1TG 07883 365132

Provided and run by:
Warm Caring Heart Ltd

Latest inspection summary

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Background to this inspection

Updated 17 August 2023

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

The inspection was carried out by 1 inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This is a small service, so we gave them 48 hours’ notice of the inspection. This was because we needed to be sure the provider/registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since their registration. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 4 people who used the service about their experience of the care provided. In addition, we spoke with 3 members of staff, the registered manager/provider and we looked at a range of records. We looked at people’s care records, training documentation and 2 staff recruitment files.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found. We looked at their quality assurance systems and training records for staff.

Overall inspection


Updated 17 August 2023

About the service

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection the agency supported 12 people.

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.

People’s experience of using this service and what we found

Risks posed to people were identified and assessed and were appropriately documented. Support plans were in place to guide staff about how to safely support people. People and relatives told us they felt safe. One person said, “They are my lifeline, love them coming here.”

Medicines records were accurately completed by staff and they prompted people with their medication needs and received appropriate training. Processes for recruitment were in place to ensure all checks were completed. Staff demonstrated a good understanding about safeguarding people from the risk of abuse and training was provided. Staff followed infection prevention and control guidance and wore appropriate personal protective equipment (PPE) when providing personal care in people’s homes.

The agency provided trained staff to ensure people received support and guidance with their healthcare and nutritional needs. 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. Staff had received training in a range of subjects and followed there mandatory training programme the registered manager had in place. People were supported by enough staff, and call times were monitored by the registered manager.

People told us staff were kind and patient when in their homes. One person told us the registered manager contacted them to be consulted about the service and make changes where necessary. Staff protected people’s privacy and dignity and promoted their independence.

No complaints or safeguarding concerns had been received however there was a complaints procedure which was made available for people.

The service at the time of the inspection was small however the registered manager/provider had in place an auditing system to maintain oversight of the service and make improvements where necessary. Staff had access to policies, procedures, and took part in regular meetings. Spot checks were in place undertaken by the registered manager to monitor staff performance, interactions, and practices.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service was registered with us on 28 January 2022 and this is the first inspection.

Why we inspected

This was a planned first inspection based on their registration.

Follow Up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.