Compassionate Heart, a small domiciliary care agency in Cambridge, received a Good rating across all five key questions at its first ratings inspection in March 2019. The service demonstrated safe and person-centred care with strong leadership, well-maintained care plans, and a supported, trained workforce.
Strengths
· People felt safe and expressed satisfaction with staff treating them with dignity and respect
· Staff received induction including shadow shifts, ongoing training, and supervision
· Risk assessments and care plans were detailed, reviewed regularly, and reflected people's current needs
· Recruitment processes included application forms and reference checks
· Registered manager was a member of a registered managers forum and carried out spot checks and supervision
Quality-Statement breakdown (21)
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: 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 meet people's needs, preferences, interests and give them choice and controlGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Planning and promoting person-centred, high-quality care and support with opennessGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood