Caring Heart Carers Limited

Updated 25 January 2020

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

This inspection was carried out by one inspector.

Service and service type:

Caring Heart Carers Limited are a domiciliary care agency (DCA). The service provides personal care to people living in their own houses and flats in the community. There was a registered manager. 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’. 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.

Notice of inspection:

This inspection was announced and took place on 9th January 2020. We gave the provider 48 hours’ notice of the inspection visit because we needed to be sure the management team would be in the office.

What we did:

Before the inspection we reviewed the information, we held about the service and the service provider.

We did not asked the registered provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the notifications we had received for this service. Notifications are information about important events the service is required to send us by law.

One day before the office visit we contacted 5 people and 1 relative to obtain their feedback.

During the inspection:

We looked at records, which included three people’s care and samples of medicines records. We checked recruitment, training and supervision records for two staff. We looked at a range of records about how the service was managed. We also spoke with the registered manager, assistant manager, one team leader and two carers.

After the inspection

We contacted commissioners to gather their views about the service.

Updated 25 January 2020

About the service:

Caring Heart Carers Limited, referred to as Caring Heart Carers in this report, are a domiciliary care agency registered to provide personal care to people living in their own homes. The service operates in Swindon and surrounding areas. On the day of the inspection 27 people were supported by the service.

People’s experience of using this service:

The service remained caring and people were very complimentary about the staff. People used terms as ‘fabulous’ to describe the compassionate and caring nature of the staff. People were involved in the care they had. Their dignity and confidentiality were respected.

Staff had a strong sense of the belonging to the company. Staff praised the management team who led them by example. People praised the registered manager for choosing their team carefully which ensured only staff that demonstrated right values were being appointed.

The service continued to provide safe support to people and people said they felt safe with staff. People were supported by safely recruited staff and praised continuity of care. People received their medicines as prescribed. Risks to people's well-being and their individual conditions were assessed and recorded.

People’s needs were assessed prior to commencement of the service and people received support that met their needs. People’s care plans were detailed and current. People knew how to raise concerns but never needed to. Staff were suitably trained to carry out their roles effectively.

People were supported to have choice and control of their lives and staff respected their rights to make own decisions. People had the help where needed to meet their nutritional needs and access health professionals.

The service remained well-led by the registered manager who was supported by a team of committed staff. People and their relatives were complimentary about how the service was run. People referred to Caring Heart Carers using terms as ‘fantastic’, ‘the best’ and ‘wonderful’.

The provider had systems to monitor the quality of the service and people’s satisfaction. Staff were valued and involved in the running of the service. The provider was aware of their regulatory requirements such as sending statutory notifications.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

Good (report published 1 August 2017).

Why we inspected:

This was our scheduled, planned inspection based on previous rating.

Follow up:

We will monitor all intelligence received about the service to inform the assessment of the risk profile of the service and to ensure the next planned inspection is scheduled accordingly.

More information is in detailed findings below.