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Kind Hearts Care & Support Limited Requires improvement

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


Inspection carried out on 4 December 2019

During a routine inspection

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 carried out on 30 June 2017

During a routine inspection

We inspected this service on 30 June 2017 and the inspection was announced. This meant the provider and staff knew we would be visiting the agency’s office before we arrived. This was the first inspection undertaken at this office address since its registration on 20 March 2017.

Kind Hearts Care & Support Limited provides personal care and support to people living in their own homes in Lichfield, Burton upon Trent and surrounding areas. At the time of our visit 34 people were in receipt of personal care.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected from the risk of harm by staff that understood their role in reporting concerns. Checks on staff were done before they started work to ensure they were suitable to support people. Medicines were managed safely and people were supported to take their medicine when needed.

People’s care was planned to meet their needs and minimise risks to their safety.

People received their calls as agreed and from a consistent staff team. People were cared for by staff that received ongoing training to improve their knowledge and enhance their skills. When needed, people were supported to maintain their dietary requirements and preferences and to access healthcare services.

Staff understood the importance of gaining consent from people and supporting them to have maximum choice and control of their lives. People were asked about their likes and dislikes to ensure care was provided in their preferred way.

People’s care was regularly reviewed to ensure their care remained appropriate for them. People felt able to discuss any concerns or complaints with staff and the provider because they found them approachable. People were given opportunities to comment on the care they received and be involved with plans for the future. There were audits in place to monitor the quality of the service to drive improvements in care.

Further information is in the detailed findings below.