- Homecare service
Heartfelt Care
Report from 29 April 2024 assessment
Contents
Ratings
Our view of the service
Heartfelt Care is a domiciliary care agency providing personal care and support to 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. At the time of the assessment 22 people were receiving personal care from the service. We carried out an assessment of the service which started on 29 April 2024 and was completed on 31 May 2024. This was to check if the service had made improvements following the requirements we made at the last inspection (published 3 March 2023) in relation to safe care and treatment, person-centred care and good governance. The provider demonstrated they had been keen to improve and had an action plan in place to evidence this. At this assessment we found improvements had been made and the provider met the requirements. As part of the assessment, we reviewed information we had received about the service since the last inspection. Prior to visiting the office, we reviewed a range of records we had requested from the provider. This included, records relating to the management of the service. We visited the office on 14 May 2024 and spoke with 5 staff members, this included the registered manager, who is also the provider, the office/ HR manager, the compliance manager and 2 team leaders, who have additional roles within the organisation. We looked at the providers electronic medicine and care system, a recruitment folder and audits folder. We sought feedback from 2 people who use the service and 3 relatives. We emailed all, 17 staff members employed by the provider asking for their views (this included staff we had met at the provider’s office). We received responses from 10 of them. We asked the local authority contracts and quality officer who had been working with the provider for their views.
People's experience of this service
People said they felt safe and confident in the support provided by Heartfelt Care. They said care staff made them feel safe and secure and were friendly and kind. People told us their views were listened to and taken into account in maintaining safe systems of care. Care was delivered in a safe way with risks assessed. People’s relatives told us the provider had sought people’s views in the planning of their care before using the service to ensure they had the care they wanted. People told us staff usually arrived on time, stayed the whole visit and they were usually seen by the same care workers. Comments included, “Never not turned up”, “Sometimes they’re a little late” and “They stay the full visit…they’re very good at communicating…never been a problem.” People commented positively on staff competence and said they helped them maintain their independence where they could, providing additional support where necessary. People received medicines as prescribed. Lessons were learnt from events within the service. Infection prevention and control measures were robust.