Warm Caring Heart

CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Medicines records were accurately completed by staff and they prompted people with their medication needs and received appropriate training. Processes for recruitment were in place to ensure all checks were completed. Staff demonstrated a good understanding about safeguarding people from the risk of abuse and training was provided. Staff followed infection prevention and control guidance and wore appropriate personal protective equipment (PPE) when providing personal care in people's homes.

The agency provided trained staff to ensure people received support and guidance with their healthcare and nutritional needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had received training in a range of subjects and followed there mandatory training programme the registered manager had in place. People were supported by enough staff, and call times were monitored by the registered manager.

People told us staff were kind and patient when in their homes. One person told us the registered manager contacted them to be consulted about the service and make changes where necessary. Staff protected people's privacy and dignity and promoted their independence.

No complaints or safeguarding concerns had been received however there was a complaints procedure which was made available for people.

The service at the time of the inspection was small however the registered manager/provider had in place an auditing system to maintain oversight of the service and make improvements where necessary. Staff had access to policies, procedures, and took part in regular meetings. Spot checks were in place undertaken by the registered manager to monitor staff performance, interactions, and practices.