Hearts of Care Agency

This comprehensive inspection covered all quality statements across the 5 key questions. The service had improved sufficiently since the last inspection and was no longer rated Inadequate overall or for any key question. It had therefore left special measures. However, further improvement was needed in Well-led to strengthen leadership, governance and oversight.

Evidence reviewed showed the person received safe, reliable care from compassionate staff who respected their dignity, promoted independence and supported them to make decisions in line with their chosen outcomes.

Risk assessments reviewed addressed the person’s mobility and health needs, and staff we spoke with understood how to manage identified risks. Records showed staff received induction, ongoing training and supervision to support them in meeting people’s needs. Safe systems were in place should people require support with medicines.

The person we spoke with said staff arrived punctually, completed scheduled visits and stayed for the full duration. They said staff had enough time to meet their needs safely and engage positively with them. When care calls needed to change, records and feedback showed the management team responded flexibly so care continued to reflect the person’s needs and preferences.

The care plans reviewed were person-centred, and staff we spoke with understood the person’s preferences, likes and dislikes. Records showed staff worked with health professionals, so the person received appropriate care and support to achieve positive health outcomes.

Although the agency had improved sufficiently to leave special measures, management oversight and governance remained underdeveloped. Variations in management knowledge and the absence of a registered manager continued to present risks.

Management direction and oversight remained inconsistent. The provider continued to rely heavily on external consultants, while internal managers had varying levels of sector knowledge and experience. This resulted in unclear responsibility, accountability and oversight. The absence of a registered manager continued to present a risk to effective oversight and visible leadership.