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Date of Assessment: 30 July and 13 August 2025. HFH Healthcare Limited is a home care agency. The service provides personal care and treatment to children and young people, younger adults and older people living at home with complex health care needs and conditions. At the time of this inspection, 107 people received a home care service from this agency. The service supported people who lived at home throughout London and South East England. Some people received 24 hour home care and support, 7 days a week, from live-in health care workers. We undertook this inspection because we received information of concern about the quality and safety of the home care and treatment this service provided people. This onsite responsive inspection was conducted by 2 adult social care inspectors. The inspection was announced and we gave the provider 48 hours’ notice. We reviewed all 15 quality statements related to the 2 key questions, Is the service safe and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating. Based on the findings of this inspection we have continued to rate the service good overall. The service ensured there were always enough qualified, skilled and experienced staff delivering good quality and safe care and treatment to people. Staffs call visits/shifts were well-coordinated ensuring people received continuity of care from the same group of staff who were familiar with their complex health and personal care needs, preferences and daily routines. Staff worked together well to provide safe care and treatment. People were protected and kept safe. Staff understood and managed risks well. The service detected and controlled potential risks in people’s home environment. They made sure equipment and facilities were well-maintained and supported the delivery of safe care and treatment. The service assessed and managed medicines and infection well. The service fostered a positive culture where people knew they could speak up and have their voices heard. Staff felt supported to give their feedback and were treated fairly. Managers and staff had shared values based on listening, learning and trust. Managers were knowledgeable and supportive, helping staff develop in their roles. People with protected characteristics felt supported. Managers and staff understood their roles and responsibilities. The team worked well with external health and social care professionals and bodies to deliver the best possible care and support, and were receptive to innovative ideas. There was a culture of continuous learning and improvement and people could raise concerns without fear. Managers investigated and reported incidents thoroughly.
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