The Care Quality Commission
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Heartfelt Care

Overall: Good read more about inspection ratings

11 -12 High Street, Yeovil, BA20 1RG (01935) 479994

Provided and run by:
Heartfelt Care Yeovil and Sherborne Limited

Important: The provider of this service changed - see old profile

All Inspections

During an assessment under our new approach

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.

24 January 2023

During a routine inspection

About the service

Heartfelt Care is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection they were providing a personal care service to 15 people.

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

Not all risks to people had been assessed. People had care plans in place, these did not include detailed information to guide staff on how to provide care and support. Staff however knew people well.

Medicines were not always managed safely. There was no formal system for reporting and recording incidents and accidents. We found some shortfalls in the recruitment of staff.

Staff had not always received refresher training to equip them to support people, understand their individual needs and mitigate associated risks.

The provider had not operated effective systems and processes to assess, monitor and improve the quality and safety of the services.

We found no evidence that people were harmed but these shortfalls put them at increased risk. We discussed these concerns with the provider who was responsive to feedback and started making changes to how the care was monitored and organised to improve it for people.

There were enough staff available to meet people’s needs. People felt safe, staff knew how to recognise and report abuse. People were supported in line with the principles of the Mental Capacity Act 2005.

People were well treated and supported. Staff understood people’s needs and preferences well and people received consistent care. Staff respected and promoted people's privacy and dignity and supported them to be as independent as possible. People and relatives told us staff were kind and caring.

People and their relatives felt listened to and commented positively about the management of the service. Staff felt supported and received supervision.

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 02 December 2021 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration.

Enforcement and recommendation

We have identified breaches in relation to safe care and treatment, person centred care and good governance. Please see the action we have told the provider to take at the end of this report.

We made a recommendation about staff training.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.