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

Inspection Summary

Overall summary & rating


Updated 8 May 2021

About the service

Hartley Home Care is a domiciliary care service that provides personal care and support to people living in their own homes in the community. When we inspected the service was providing the regulated activity, personal care, to approximately 170 people in the Camelford, Bodmin, Bude, Launceston, Liskeard and surrounding areas in Cornwall.

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

At our last inspection people were at risk of harm because visit times were inconsistent and sometimes missed. Systems to record people’s agreed times were not robust and rotas were not effectively managed. People did not always receive the care and support they needed at the agreed times or have consistent staff teams.

At this inspection people told us they received their visits at the agreed times. No one reported having had a missed visit. People told us issues that had concerned them at the last inspection, such as inconsistent visits, had been resolved and the service had improved. People told us they were happy with the service they received and had regular staff who arrived on time. Comments included, "I know what time they are coming", "Very happy with the service", “The rota seems to work for me and my relative, they asked us what times we needed and worked it out with us” and “They turn up okay and stay for the right time. They let me know if they're going to be late.”

The service had introduced new electronic rostering, call monitoring and care planning systems and this together with the more clearly defined management and office staff structure had improved the reliability and running of the service.

Staff told us rotas had improved, were available on their phones, and any changes were communicated to them in a timely manner. Some staff commented that travel time was not always included in their rotas. The manager said rotas were being reviewed to plan the appropriate amount of travel time between each visit, as it varied between areas.

Care plans were in place for everyone using the service. The service used an electronic care planning system and staff accessed this on their mobile phones. The information generated by this system was accurate, timely and gave staff enough detail to provide the right care and support for people.

Staff were recruited safely. The service had continued to recruit throughout the COVID-19 pandemic, to ensure there were enough staff to cover for sickness or for staff who needed to shield or self-isolate. Where the service had started to work in a new geographical area enough staff, local to that area, had been recruited.

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.

Systems were in place to ensure the effective management of medicines. Staff who were administering medication had been trained and had their competencies checked to ensure correct procedures were followed.

Staff were aware of the government guidance on the use of personal protective equipment (PPE) such as masks, gloves and aprons.

People, their relatives and staff told us management were approachable and they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.

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

Rating at last inspection and update

The last rating for this service was requires improvement. (Report published on 10 May 2019) and there were two breaches of the regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

The inspection was carried out to follow up on the action we told the provider

Inspection areas



Updated 8 May 2021

The service was safe

Details are in our Safe findings below.



Updated 8 May 2021

The service was effective

Details are in our Effective findings below.



Updated 8 May 2021



Updated 8 May 2021



Updated 8 May 2021

The service was well-led

Details are in our Well-Led findings below.