Hand on Heart Care

Updated 9 June 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 12 March 2018. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to ensure that the nominated individual would be present. The inspection was carried out by two inspectors, one of whom made phone calls to a person using the service, relatives and staff.

Before the inspection we looked at information that we had received about the service and any formal notifications that the service had sent to the CQC. We looked at two care plan records and risk assessments, five staff personnel records and other documented information related to the management of the service.

During our inspection we tried to make contact with both people using the service and were able to speak with one person using the service and two relatives. We spoke with three care staff and the nominated individual.

Updated 9 June 2018

This inspection took place on 12 March 2018. The provider was given 48 hours' notice because the location provides a domiciliary care service. At the time of the inspection Hand on Heart Care provided personal care and support for 2 people in their own homes. The service currently worked with older people and the nominated individual informed us that the service was seeking more clients to support.

This was the first inspection of the service since registration in April 2017. As a result of this inspection the service was rated as Good.

There was no registered manager in post due to the departure of the former registered manager. The nominated individual for the company that is registered to operate the service had applied for registration with the Care Quality Commission [CQC] and this application was being processed by CQC. A registered manger is a person who has registered with CQC to manage the service and has the legal responsibility for meeting the requirements of law; as does the provider. The nominated individual was present during the inspection.

Procedures relating to safeguarding people from harm were in place. Staff we spoke with understood what to do and who to report it to if people were at risk of harm. Two of the three staff we spoke with had an understanding of the systems in place to protect people, one was a little unsure when asked about types of abuse but did know that they should keep people safe.

The service operated safe staff recruitment procedures and ensured that all staff were suitable for their role before beginning any care work.

Medicines were managed safely and the service was currently supporting one person to take their medicines.

Risk assessments provided staff with guidance on how to mitigate people’s individual personal risks. Risks had been clearly identified and risk reduction measures were identified and acted upon.

Staff were provided with a suitable induction as well as on-going regular training and supervision to support them in their role, which records confirmed.

People were involved in planning their care as far as possible. Staff knew the people they supported and people and their relatives felt that they were treated with dignity and respect. Care plans were person centred and included information on how people wanted their care to be delivered as well as their likes and dislikes.

People and their relatives were provided with information on how to make a complaint and their views were obtained and acted upon. People who used the service, relatives and stakeholders had opportunities to provide their views about the quality of the service and the provider monitored the performance of the service.

Further information is in the detailed findings below.