- Homecare service
Heart Of Hope Care Ltd - Cumberland
Assessment report published 1 April 2026
Contents
Ratings
Our view of the service
Date of Assessment: 26 February – 6 March 2026
Heart of Hope Care Ltd – Cumberland provides personal care and support to people under 2 Assessment Service Groups (ASGs), these include homecare and supported living services. Under CQC’s new methodology, these 2 areas are reported separately. This report is in respect of the homecare service and considers only those people who receive personal care.
This was the first inspection of this service since registration.
At the time of the inspection, 11 people were receiving personal care in their own homes including older adults and people with physical health needs.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to the principles and values of ‘Right support, right care, right culture’.
People were safe and protected from avoidable harm. Staff were trained and competent, staff allocation was well managed to meet people’s needs and there were no missed calls logged. Medicines were managed safely although there were some issues in administration recording which were being followed up by the registered manager. Where incidents occurred, these were investigated and learning shared.
Staff engaged with people to fully assess their care and support needs, consider risks and develop care plans to meet their goals and objectives. People commented on variability with nutritional support and meal preparation. There was evidence of staff seeking consent prior to care interactions and involvement of people, relatives and healthcare professionals to deliver person-centred care and good outcomes.
Staff supported people with kindness and dignity. Staff encouraged people to maintain their independence and engage in things of interest. People’s personal routines and preferences were respected. Staff felt supported in their roles and able to seek help and guidance from senior colleagues when required.
The service demonstrated a person-centred approach by supporting people with their individual care package. People had an individual person-centred electronic care plan and there was evidence of review, involvement and feedback from people. Staff ensured people could access care, support and treatment they needed through established professional relationships, referral pathways and engagement with healthcare colleagues. The service had information in accessible formats such as large font and easy read documents to address potential inequalities, inform people and assist understanding.
There was a positive and inclusive culture supported by managers who cared about the service they provided to people and their staff. Staff were in regular contact with managers providing opportunity to discuss matters of interest and concern. Staff were comfortable speaking up and there was a real desire to learn. While a formal governance framework was still being developed, managers demonstrated a clear commitment to develop their services, learn from all aspects of their business and to drive improvements for people.
People's experience of this service
People were positive about the care and support they received.
Relatives told us their loved ones were well looked after by staff who were “exceptionally kind” and described how “they really care.” Feedback highlighted how families were reassured about the care and support provided. People described how staff respected their personal environment and how they left their homes, “clean and tidy.”
People were confident staff were trained and competent to meet their needs. We were told how staff always engaged in a courteous and respectful manner and how they were “responsive to [their] needs.”
People were involved in their care and support plans and were provided with information to make informed decisions and choices. People were given opportunity to provide feedback about their care and their views were respected.
Relatives told us staff supported people to maintain their independence and interest in things of importance to them. This promoted emotional wellbeing and links with their local communities.
People were assured any concerns raised would be dealt with professionally and in a timely manner telling us the registered manager is “easy to contact, approachable and listens.” People told us they were “happy with the service” and relatives said how they “don’t have to worry.”