Archived: Tender Hearts Care Agency

Updated 1 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 comprehensive inspection took place on 2 and 3 May 2018 and was announced. It was carried out by an adult social care inspector. We gave the provider 48 hours notice of the inspection as we needed to make sure we were able to access records and gain permission from people who used the agency to speak to them. The first day of the inspection was spent at the agency’s office and on the second day we spoke with people who used the service and staff on the telephone.

At the time of the inspection there were nine people using the service.

This was the agency’s first inspection since it registered with the Care Quality Commission in February 2017.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the information in the PIR and also looked at other information we held about the service before the inspection visit. We also looked at notifications sent in by the service. A notification is information about important events which the service is required to tell us about by law. We used this information to plan the inspection.

Following our visit we telephoned three people who used the service and a relative. We also spoke with three members of staff on the telephone. Both registered managers were available throughout our inspection.

We looked at a sample of records relating to the running of the agency and the care of individuals. These included the care records of three people who used the agency. We also looked at records relating to the management and administration of people’s medicines, health and safety and quality assurance. We checked two staff recruitment files and staff training and supervision records.

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.