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Heart to Heart Care NW Limited Good

We are carrying out a review of quality at Heart to Heart Care NW Limited. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 10 October 2019

About the service

Smart Care Services NW Limited is a domiciliary care agency, providing personal care to people in their own houses or flats. At the time of inspection, the service supported 192 in Warrington and surrounding areas.

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 experience of using the service was overall positive. We found, some improvements were needed with regards to meeting regulatory requirements, however the provider addressed these immediately. Smart Care Services NW Limited is an independent provider and we recognised they had significantly invested into developing their quality assurance systems following our last inspection. This had led to improvements, but some newer aspects of governance still needed to embed and develop to be effective at ensuring consistently high-quality care.

We have made a recommendation about staffing. When we assessed the service, we considered the individual experience of people, relatives and staff and looked at these in proportion to the size of the service. For example, the large majority of people received their care calls on time or mostly on time. Some people felt call times and consistency of staff were not always reliable. However, we also heard this had improved and the registered manager was reviewing all care call routes to provide greater consistency. We made a recommendation regarding effectively supporting people to take their medicines at the right time.

Overall, we heard positive comments from people and relatives about care staff. Although some people noted variation in standards and room for improvement, others praised staff highly, for the way in which they engaged with people and supported their independence. All of the staff we spoke with praised the positive culture of the service, its leadership and the support provided. This was evident in the fact that several staff had left to go to a different provider but chose to return. The service worked in partnership with different professionals to promote people’s health and wellbeing. Stakeholder feedback noted continued improvement, with some areas of inconsistencies to address.

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.

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 (published 8 August 2018).

At the last inspection we found the provider was in breach of regulations, as governance systems had not always been effective. 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

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 10 October 2019

The service was safe.

Details are in our safe findings below.



Updated 10 October 2019

The service was effective.

Details are in our effective findings below.



Updated 10 October 2019

The service was caring.

Details are in our caring findings below.



Updated 10 October 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 10 October 2019

The service was not always well-led.

Details are in our well-led findings below.