Warm Caring Heart Ltd received a Good rating across all five key questions at its first CQC inspection, supporting 12 people with domiciliary personal care. The service demonstrated safe, person-centred care with effective governance, trained staff, and consistently positive feedback from people and their relatives.
Strengths
· Risks to people were appropriately assessed and support plans guided staff to safely support people.
· Staff demonstrated good safeguarding knowledge and followed infection prevention and control guidance including appropriate PPE use.
· Medicines records were accurately completed and staff received medicines training with competency assessments.
· People received consistent care from a small familiar staff team and call times were monitored by the registered manager.
· Staff were described as kind, patient and compassionate; people expressed high satisfaction with the service.
Quality-Statement breakdown (19)
safe: Assessing risk, safety monitoring and management; learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
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; supporting people to live healthier lives; working with other agenciesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; promoting privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control; supporting people to maintain relationships and interestsGood
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 and inclusive cultureGood
well-led: Managers and staff being clear about roles; understanding quality performance, risks and regulatory requirements; continuous learningGood
well-led: Engaging and involving people, the public and staff; considering equality characteristicsGood