You are here

Kind Hearts Care & Support Limited Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 25 January 2020

About the service

Kind Hearts Care and Support Limited is a domiciliary care agency providing personal care to 38 people at the time of the inspection. The service is registered to support people with a range of needs. These include people living with dementia and physical disabilities.

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.

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

People’s medicines were not managed in a safe way. There was no guidance in place for staff to follow when people had prescribed medicines to be taken when required. Risks to people were not always assessed and planned for. The provider did not have suitable systems of oversight in place to monitor, assess and improve the quality and safety of the service.

Staff told us they received training and people were happy with the way they were supported. However, not all staff had received all elements of training. We have made a recommendation about staff training.

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 did not support this practice.

There were enough staff to meet people’s needs and despite what we found people told us they felt safe. Systems were in place to safeguard people from the risk of potential abuse and people were protected from the risk of cross infection as staff knew when to wear personal protective equipment.

Where people received support to eat and drink, people were happy with this support. People had access to healthcare and their needs and choices were assessed.

People were supported by caring staff who knew them well and supported them to express their views and be involved in making decisions about their care. People had their independence promoted and privacy respected.

The provider was not currently supporting anybody at the end of their life but had worked in partnership in the past with the local hospice. People received personalised support to meet their needs. People had their communication needs met and felt able to complain.

The registered manager was aware of their duty of candour and staff told us management were approachable.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 27 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to safe care and treatment and good governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 25 January 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 25 January 2020

The service was not always effective.

Details are in our effective findings below.



Updated 25 January 2020

The service was caring.

Details are in our caring findings below.



Updated 25 January 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 25 January 2020

The service was not always well-led.

Details are in our well-Led findings below.