HFH Healthcare Limited

Updated 29 July 2025

Date of Assessment: 30 July and 13 August 2025.

HFH Healthcare Limited is a home care agency. The service provides personal care and treatment to children and young people, younger adults and older people living at home with complex health care needs and conditions. At the time of this inspection, 107 people received a home care service from this agency. The service supported people who lived at home throughout London and South East England. Some people received 24 hour home care and support, 7 days a week, from live-in health care workers.

We undertook this inspection because we received information of concern about the quality and safety of the home care and treatment this service provided people.

This onsite responsive inspection was conducted by 2 adult social care inspectors. The inspection was announced and we gave the provider 48 hours’ notice. We reviewed all 15 quality statements related to the 2 key questions, Is the service safe and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating.

Based on the findings of this inspection we have continued to rate the service good overall.

The service ensured there were always enough qualified, skilled and experienced staff delivering good quality and safe care and treatment to people. Staffs call visits/shifts were well-coordinated ensuring people received continuity of care from the same group of staff who were familiar with their complex health and personal care needs, preferences and daily routines. Staff worked together well to provide safe care and treatment. People were protected and kept safe. Staff understood and managed risks well. The service detected and controlled potential risks in people’s home environment. They made sure equipment and facilities were well-maintained and supported the delivery of safe care and treatment. The service assessed and managed medicines and infection well.

The service fostered a positive culture where people knew they could speak up and have their voices heard. Staff felt supported to give their feedback and were treated fairly. Managers and staff had shared values based on listening, learning and trust. Managers were knowledgeable and supportive, helping staff develop in their roles. People with protected characteristics felt supported. Managers and staff understood their roles and responsibilities. The team worked well with external health and social care professionals and bodies to deliver the best possible care and support, and were receptive to innovative ideas. There was a culture of continuous learning and improvement and people could raise concerns without fear. Managers investigated and reported incidents thoroughly.

Updated 29 July 2025

During the inspection, we received face-to-face and email feedback from 5 people being provided home care support and 4 relatives. We also received in-person and email feedback from various leaders and staff who worked for this provider including, the registered manager/director of nursing, the chief executive officer, the head of operations, the head of clinical services, a clinical governance officer, a regional care manager, a senior compliance officer, a clinical practice trainer/educator, 2 care coordinators, and 9 health care workers.

People were positive about the quality and safety of the care and treatment they received from this provider. Typical feedback included, “The staff are well-trained to deal with my particular medical circumstances and know how to keep me safe. They are very pleasant and helpful, enabling me to lead a good life,” “They [staff] do provide me with a satisfactory service and I feel happy and safe with my regular carers who visit me at home” and “HFH have consistently provided me with good, capable, well-trained and kind staff to look after me and meet my needs. Overall I’m very pleased with HFH and the care they provide me”.

Relatives were equally complimentary about the quality and safety of the care and treatment their family members received from this provider. Typical feedback included, “I am very happy with the care and support my [family member] receives from our steady team of carers and nurses from HFH,” “We have two regular carers who are very kind and understanding and we all get on extremely well with them” and “As a family we feel confident [family member] receives the care they need and we expect from their regular team of nurses and cares”.

People’s safety was prioritised and managers and staff knew how to protect people from abuse or harm. People received continuity of care from the same group of staff who were familiar with their personal and health care needs, preferences and daily routines. People said they received consistently safe care from competent staff who were well-supported by the office-based managers, nursing and administrative staff. People described feeling safe with their regular carers who treated them with kindness and compassion. People felt able to complain when they needed to and without fear and were confident they would be listened to and appropriate action taken to alleviate their concerns. People said the service was well-led by the office-based managers and staff.

Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care and treatment. This approach showed people were included and listened to and staff consistently interacted positively with them.