15 December 2014
During a routine inspection
We inspected this service on 15 December 2014 and the inspection was announced. This meant the provider and staff knew we would be visiting the agency’s office before we arrived. This was the first inspection undertaken at this service since its registration on 16 May 2013.
Kind Hearts Care & Support provides personal care and support to people living in their own homes in Lichfield and surrounding areas. At the time of our visit 52 people were receiving a service.
There was a registered manager in post at the time of our inspection. 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 told us they felt safe with the care staff that supported them. The manager and staff understood their responsibilities to protect people from harm.
People were supported in a safe way because assessments had been undertaken to identify risks. Care plans had been developed to provide staff with information on how to minimise these identified risks.
Equipment was in place to assist people safely and staff had a good understanding of people’s needs and abilities.
The number of staff on duty was sufficient to meet people’s physical and social needs. Most people confirmed they received their calls as agreed.
Discussions with staff and records seen demonstrated that staff were provided with training that was appropriate to meet people’s needs . People were supported by suitable staff because the necessary recruitment systems werein place.
Where people were supported with their meals staff understood the importance of providing appetising and well-presented meals that met people’s preferences.
People were supported to maintain good health and were able to access the services of other health professionals.
People told us the staff were kind and respectful towards them and confirmed they had been involved in the development of their care package.
People were able to raise any concerns as they had access to the agency’s complaints procedure. We saw that complaints were addressed appropriately.
Staff had a clear understanding of their roles and responsibilities because there was a clear staffing structure in place.
Staff practice was monitored as systems were in place to supervise and manage the staff.
Arrangements were in place to assess and monitor the quality of the service but there was no system in place to ensure that missed calls were identified in a timely way.