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Archived: Tender Hearts Care Agency Good

The provider of this service changed - see new profile

Inspection Summary


Overall summary & rating

Good

Updated 1 June 2018

This inspection took place on 2 and 3 May 2018 and was announced.

Tender Hearts Care Agency is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to people who are living with dementia, learning disabilities or autistic spectrum disorder, older people, younger adults and people who have a physical disability and/or sensory impairment.

There were two registered managers 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 felt safe. People always knew which staff would be visiting them. People were protected from the risk of harm or abuse because the provider had effective systems in place which were understood and followed by staff. People were supported with their medicines in a safe way. Risks associated with the spread of infection were reduced because staff followed the provider's procedures.

People received effective care. People were supported by staff who were trained and competent in their roles. People’s health care needs were monitored and met. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were supported by kind and caring staff who took time to get to know people and what was important to them. Staff treated people with respect and respected their right to privacy.

People were involved in planning and reviewing the care they received which helped to ensure people received a service which met their needs and preferences. People’s religious and cultural needs were understood and met by staff.

The provider had effective systems in place to monitor and improve the quality of the service provided. People were supported by a team of staff who felt supported and valued. People’s views were encouraged and responded to.

Inspection areas

Safe

Good

Updated 1 June 2018

The service was safe.

There were sufficient numbers of suitably experienced and trained staff to meet people’s needs.

Risk assessments were carried out to make sure people received their care safely and were able to maintain their independence.

There were robust staff recruitment procedures which helped to reduce the risk of abuse.

People received their medicines in a safe way by staff who were trained and competent in their role.

The provider's infection control procedures helped to protect people from the risks associated with the spread of infection.

Effective

Good

Updated 1 June 2018

The service was effective.

People received care from a staff team who had the skills and knowledge to meet their needs.

People were always asked for their consent before care was given.

Staff liaised with other professionals to make sure people’s healthcare needs were met.

Caring

Good

Updated 1 June 2018

The service was caring.

People felt staff were very caring and went out of their way to make sure they were comfortable and content.

People were supported by a small team of staff who they were able to build trusting relationships with.

People were supported to maintain their independence.

Responsive

Good

Updated 1 June 2018

The service was responsive.

People received care and support which was personal to them and took account of their preferences.

Care plans had been regularly reviewed to ensure they reflected people’s current needs.

People felt comfortable to make a complaint and felt any concerns raised would be dealt with.

Well-led

Good

Updated 1 June 2018

The service was well-led.

People benefitted from a staff team who were well supported and happy in their role.

The registered managers and staff team were committed to providing people with a high quality service.

There were systems in place to monitor the quality of the service provided.