Background to this inspection
Updated
10 June 2022
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 19/5/22 and ended on 26/5/22.
What we did before inspection
We reviewed information we had received about the service since their registration. We used this information to plan our inspection. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke with one person who used the service and one relative about their experience of the care provided. We spoke with one member of staff and the registered manager.
We reviewed a range of records. This included one person’s care records. We looked at one staff file in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed. We sought clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.
Updated
10 June 2022
About the service
Touching Hearts Care Ltd is a domiciliary care agency providing personal care to one person in their own home at the time of the inspection.
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 felt they were safe and well supported by the service. Individual risks were assessed, and staff were aware of these. There had been no incidents, but a system was set up to review events and accidents should they occur. Medicines were managed well, and staff knew how to report any concerns about a person’s safety or welfare. People told us staff were reliable.
Staff received relevant training for their role and people felt they had the right knowledge and skills. Staff felt very supported by the management team. People told us staff respected their preferences and choices. People were asked for give their consent before receiving support and the principles of the Mental Capacity Act were followed.
People and their relatives told us staff were kind and caring and respected their homes. Staff enjoyed working for the service and told us the culture was to ensure care was person centred. They preferred working for this provider to their previous roles. Care plans included information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.
People, their relatives and staff were asked for their views about the service and felt listened to. There were robust monitoring processes in place to help ensure a good standard of service. Quality assurance systems were set up to identify any areas that needed further development.
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 www.cqc.org.uk
Rating at last inspection
This service was registered with us on 09/11/2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on the registration date.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.
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.