13 February 2020
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
One inspector carried out this inspection.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. A registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave 48 hours’ notice of the inspection because we needed to ensure the provider had time to contact people to inform them we may be calling them via telephone to gain their feedback about the care they received.
Inspection activity started on 29 January and ended on 6 February 2020. We visited the office location on 29 January and 5 February 2020. We made telephone calls to people between 1 and 6 February 2020.
What we did before the inspection
We reviewed information we had received about the service since their registration, such as statutory notifications.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke via telephone with eight people or relatives. We visited the provider’s office and spoke with the registered manager, a director and the care coordinator.
We reviewed five people’s care records, including records of their medicine's administration. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
13 February 2020
About the service
Heart2Heart Homecare Services Limited is a domiciliary care agency providing personal care to 32 older people living in their own homes. 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 we spoke to were very happy with the care provided. They told us they received a personalised, reliable and consistent service, from staff that were caring and understood their needs. People told us they were treated with dignity and respect.
There were enough staff in place, who had received appropriate training and support in their role.
People’s care was developed to promote good outcomes. Assessments of people’s needs effectively identified the support people required in key areas such as nutrition, medicines and healthcare.
People told us the management team were approachable, dedicated and in regular contact to plan and review care. People told us they felt comfortable raising issues with the provider and communication between parties was good.
The registered manager took a hands-on approach and had a very good understanding of people’s needs. There were effective systems in place to monitor the quality of care and drive improvements in quality and safety.
People were safeguarded against the risks of suffering abuse and avoidable harm. Risks associated with people’s care were assessed and effectively reduced.
People were supported to have maximum choice and control of their lives. 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 www.cqc.org.uk
Rating at last inspection
This service was registered with us on 28 March 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration.
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.