Date of Assessment: 11 June to 14 June 2025 with site visit on 11 June. Kind Hearts Care Company Ltd is a domiciliary care agency that provides personal care to people living in their own homes. At the time of this inspection 34 people were receiving support with personal care. We found 2 breaches in regulation in relation to staffing and governance. People did not always receive care and support from staff who were trained and qualified to meet their needs. Appropriate recruitment checks were not always in place to help ensure staff employed were suitable to care for people safely. Although there were governance systems in place to monitor the quality of the service, these had not identified or addressed the concerns we found. People’s care needs were met in an effective way. There was oversight in place to monitor missed, late and cancelled calls. People were treated with kindness and compassion. The provider supported staff wellbeing and staff felt supported to give feedback. Staff were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Leaders were visible and supportive, helping staff develop in their roles. This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. At the time of our inspection a manager was in post and registered with the Care Quality Commission.
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First inspection of Kind Hearts Care Company Ltd, a small Woking-based domiciliary care agency supporting nine people, rated Good across all five key questions. Inspectors found safe, person-centred care with consistent regular carers, robust recruitment and training, and a positive well-led culture with no complaints or safeguarding concerns since registration.
Strengths
· People received their medicines on time and staff competencies were reassessed at each field observation, with monthly MAR audits.
· 'No strangers policy' where the registered manager and care manager build rapport with new people before introducing care staff.
· Consistent, regular carers arriving on time with no missed calls reported by people and family members.
· Comprehensive person-centred care planning considering protected characteristics and preferred gender of care workers.
· Strong partnership working with healthcare professionals, including proactive identification of UTIs and mobility/safety aid advocacy.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to access healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their care; respecting privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive, person-centred, open, inclusive and empowering cultureGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Duty of candour; open and honest when something goes wrongGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Working in partnership with others; continuous learning and improving careGood