Heritage Care At Home Ltd (HCH)

Not everyone who used the service received personal care. 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.

Risks had been assessed and those identified were safely managed; some improvements were however needed to ensure adequate guidance was in place for staff delivering care. The provider had recruitment checks in place to ensure staff were suitable to work in people's homes. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. Medicines were managed safely.

Staff treated people in a kind and caring way. People and relatives valued the service and the support the staff provided. Staff treated people with respect and helped them to maintain their independence and dignity.

People were supported to express their wishes and preferences regarding their care and staff provided personalised care. Care records needed further detail in some cases to ensure they were person-centred and sufficiently detailed for staff. People and relatives were confident to raise concerns and complaints, and these were listened to, resolved and used to drive improvements in the service.

The provider had systems in place to monitor the quality of the service to ensure people received good care. People, relatives and staff were given the opportunity to feedback on their experience of the service.