Healing Touch Care Limited received an overall Good rating across all five key questions at its first ratings inspection in February 2023, with people and relatives consistently praising the compassionate, reliable, and person-centred care provided. Recommendations were made regarding formal documentation of medicines competency assessments, staff shadowing and spot checks, and a more robust system for reviewing incidents for themes and trends.
Concerns (5)
moderate
Record keeping
: “2 staff members did not have a complete employment history. We discussed this with the registered manager who ensured the required information was obtained and records updated.”
moderateStaff competency: “there was a lack of records available to evidence shadowing, competency assessments and spot checks and we have made a recommendation about this.”
moderateMedication management: “Staff were trained in the safe administration of medicines and were observed by the registered manager to ensure they were competent, but there was no formal process in place to record and maintain copies of the staff competencies.”
moderateCare planning: “some care plans and risk assessments had not always been updated in a timely way following a change in people's needs or contained conflicting information.”
minorIncident learning: “A more robust system was needed to demonstrate how incidents and accidents were reviewed for themes and trends and to demonstrate how lessons learnt were shared with staff.”
Strengths
· People and relatives consistently reported feeling safe and receiving kind, compassionate, person-centred care from a consistent staff team.
· Care plans were co-produced with people and were holistic, covering nutritional needs, communication, and individual preferences.
· The service collaborated effectively with health and social care professionals, including advocating for specialist care and equipment.
· Staff received induction including Care Certificate completion, regular supervision, refresher training, and were supported to take additional qualifications.
· The registered manager had a clear vision, was highly involved in day-to-day care delivery, and fostered an open, honest, and empowering culture.
Quality-Statement breakdown (23)
safe: Assessing risk, safety monitoring and managementGood
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
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 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, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
safe:Insufficient evidence to rateeffective:Insufficient evidence to ratecaring:Insufficient evidence to rateresponsive:Insufficient evidence to ratewell-led:Insufficient evidence to rate
First inspection of a newly registered domiciliary care service supporting one person, rated 'Insufficient evidence to rate' across all five key questions. Findings were broadly positive on safeguarding, training, caring approach and governance, with only minor record-keeping gaps in employment history and one missed MAR signature.
Concerns (2)
minorRecord keeping: “for one staff member not quite a full employment history had been obtained. We discussed this with the registered manager who updated records straight away.”
minorMedication management: “we saw that one record had a missed signature which we spoke with the registered manager about.”
Strengths
· Staff understood and followed safeguarding guidance and people told us they felt safe
· Staff received training and competency checks for safe handling of medicines
· Robust induction including the Care Certificate for new staff and effective supervision
· People treated with kindness, compassion, dignity and respect; positive relationships built
· Person-centred care planning with individualised care plans
Quality-Statement breakdown (22)
safe: Staffing and recruitmentInsufficient evidence to rate
safe: Using medicines safelyInsufficient evidence to rate
safe: Systems and processes to safeguard people from the risk of abuseInsufficient evidence to rate
safe: Assessing risk, safety monitoring and managementInsufficient evidence to rate
safe: Preventing and controlling infectionInsufficient evidence to rate
safe: Learning lessons when things go wrongInsufficient evidence to rate
effective: Staff support: induction, training, skills and experienceInsufficient evidence to rate
Assessing people's needs and choices; delivering care in line with standards, guidance and the law
effective:
Insufficient evidence to rate
effective: Supporting people to eat and drink enough to maintain a balanced dietInsufficient evidence to rate
effective: Supporting people to live healthier lives, access healthcare services and supportInsufficient evidence to rate
effective: Ensuring consent to care and treatment in line with law and guidanceInsufficient evidence to rate
caring: Ensuring people are well treated and supported; respecting equality and diversityInsufficient evidence to rate
caring: Supporting people to express their views and be involved in making decisions about their careInsufficient evidence to rate
caring: Respecting and promoting people's privacy, dignity and independenceInsufficient evidence to rate
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesInsufficient evidence to rate
responsive: Meeting people's communication needsInsufficient evidence to rate
responsive: Improving care quality in response to complaints or concernsInsufficient evidence to rate
responsive: End of life care and supportInsufficient evidence to rate
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringInsufficient evidence to rate
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsInsufficient evidence to rate
well-led: Engaging and involving people using the service, the public and staff; working in partnership with othersInsufficient evidence to rate
well-led: How the provider understands and acts on the duty of candourInsufficient evidence to rate