Touchheart Healthcare received a Good rating across all five key questions at its first CQC inspection, with person-centred care plans, safe medicines management, robust safeguarding processes and strong leadership noted as key strengths. Minor issues were identified around staff call-logging reliability and the absence of recorded end-of-life care preferences, but neither constituted a regulatory breach.
Concerns (2)
minor
Record keeping
: “some staff we saw forgot to log into a call or log out of a call, this creating late times been recorded”
minorEnd-of-life care: “No-one was receiving end of life care at the time of our inspection. People's end of life choices and preferences were not yet recorded.”
Strengths
· Person-centred care plans with detailed information around individuals' likes, dislikes, wishes and preferences
· Safe and thorough recruitment process including DBS checks and references
· Medicines managed safely with weekly audits, MAR sheet checks and staff competency assessments
· Staff well trained with comprehensive induction, shadow shifts and regular supervision
· Open and inclusive culture with strong registered manager leadership and responsive action to feedback
Quality-Statement breakdown (21)
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuse; learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 to provide consistent, effective, timely careGood
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 careGood
caring: Respecting and promoting people's 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: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; continuous learning and improving careGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: How the provider understands and acts on the duty of candourGood