Deep Heart Care Wiltshire

Date of assessment: 31 March to 14 April 2026. Deep Heart Care Wiltshire is a domiciliary care agency providing support to adults of all ages and people living with dementia. At the time of the assessment the service was supporting 6 people.

This assessment was completed to follow up on breaches found at previous assessments for good governance and failing to notify Care Quality Commission (CQC). At this assessment we found improvements had been made with governance systems, so the provider is no longer in breach of this regulation. However, we found some incidents which had not been notified to CQC, so the provider remains in breach of this regulation. Not all incidents had been shared with the local authority or CQC and there was not a consistent approach to learning from all incidents.

Checks for quality and safety were being regularly completed which identified actions for improvements. Actions were being discussed by management and shared with staff, however, the provider did not have a robust system to keep track of the actions and monitor completion. The provider completed unannounced spot checks and regularly asked people for their feedback about their care and support.

Risks to people’s safety had been identified. Staff had guidance on how to provide support however, this was not consistent and some environmental risks had not been assessed. The provider took action to address these shortfalls during the assessment.

Medicines were managed safely. An electronic medicines management system was used which enabled office staff to identify any gaps in recording. People had personalised care and risk management plans. These provided staff with guidance on how to support people safely. There was step by step guidance about the care visits for staff to follow. This included person-centred details on people’s likes and dislikes.

There were enough staff to cover the planned care visits. Staff had been recruited safely and provided with training. Staff had regular supervision and assessments of their competence. The provider made sure staff had access to personal protective equipment.

We have asked the provider for an action plan in response to the concerns found at this assessment.

Date of assessment: 28 October to 6 November 2025. This service is a care at home service providing support to adults of all ages and people living with dementia. The provider was previously in breach of the legal regulations in relation to safe care and treatment and fit and proper persons employed. We served the provider Warning Notices for both these regulations. This assessment was completed to check the service had met the requirements of the Warning Notices served. We only reviewed 2 quality statements in the safe key question relating to the breaches of regulations. Improvements were found at this assessment, and the provider was no longer in breach of these 2 regulations.

Medicines were now managed safely. Staff received training on how to administer and manage medicines and had checks on their competence. The provider had a clear medicines policy which gave staff guidance on all aspects of medicines management.

Staff were now recruited safely. Since the last assessment, the provider had reviewed all staff personnel files and made sure all the required recruitment checks were completed.

Date of Assessment: 19 March to 13 May 2025. This service is a care at home service providing support to adults of all ages and people living with dementia. The provider was previously in breach of the legal regulations in relation to safe care and treatment, good governance, staffing and failing to notify Care Quality Commission (CQC). Providers are required by law to notify CQC of serious incidents or events. Following our last assessment, we served the provider Warning Notices for breaches in regulations for safe care and treatment and good governance. We requested an action plan for the other 2 breaches of regulations.

This assessment was completed to check the provider was compliant with the Warning Notices served. We found not enough improvements were found at this assessment and the provider remained in breach of regulations for safe care and treatment and good governance. During this assessment we also found an additional breach of legal regulation in relation to fit and proper persons employed.

People’s medicines were still not being managed safely. The provider failed to have accurate records of what medicines had been administered to people. The provider could not be assured people received the medicines they were prescribed.

Governance systems were still not effective in identifying and addressing any shortfalls across the service. Audits still did not consistently identify where improvement needed to be made. The provider was still not managing incidents safely by making sure people were being referred to relevant healthcare professionals in a timely way and reviewing risks to people’s safety. Care plans and risk management plans for people still did not contain consistently accurate information to give staff safe guidance to follow.

Staff had not been recruited safely. All the required pre-employment checks still were not completed consistently.

However, staff had received the necessary training to work safely with people and told us they had support from management. Therefore, the provider was no longer in breach of legal regulations for staffing. There were enough staff to support people’s needs safely.

In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.