We carried out a review of the data available to us about Heart to Heart on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Heart to Heart, you can give feedback on this service.
Heart to Heart is a domiciliary care agency providing personal care to people living in their own home. The domiciliary care agency is registered to provide a service to people over and under the age of 65 years old, people living with dementia, and people with physical disabilities.
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 inspection, the service was supporting one person, and they received personal care.
People’s experience of using this service and what we found
Care plans and risk assessments required review. We found records were not always fully reflective of the support needs of people and the risk reducing measures in place. The provider had policies and procedures for the domiciliary care agency which were not reflective of their registration, we found policies which solely referred to ‘young people’. The nominated individual told us these areas would be reviewed without delay.
We have made two recommendations for the nominated individual to review their records and policies.
People told us they felt safe and were supported by a regular team of carers. We were told staff were supportive, kind and considerate of people’s needs. People were encouraged with independence, decision making and choice which placed them central to the care they received.
Staff followed infection control requirements and told us they were supported with COVID-19 procedures, which included staff testing. Staff told us their personal safety risks had been reviewed, they had access to personal protective equipment (PPE), and guidance was available to them.
People’s needs had been assessed prior to care being delivered, and staff had the knowledge and skills to meet them. Staff told us they received good support from the nominated individual and felt able to raise any concerns. The nominated individual demonstrated safe recruitment procedures and was aware of their legal duty to report incidents of concern to the appropriate agencies.
People and relatives were involved in the care planning process. They told us staff were flexible to provide a service which met their needs and requirements. We were told the nominated individual regularly approached people and their relatives for feedback, and people told us they knew how to report concerns.
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
This service was registered on 5 November 2019 and this was the first inspection.
Why we inspected
This was a planned inspection based on the date of registration.
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.