Hearts at Home Care

Seventeen people were receiving personal care from the service at the time of the inspection.

People and relatives told us staff treated them or their family member kindly and respectfully, honouring their preferences and promoting their independence. People's personal information was kept secure and staff understood the importance of this. We have made a recommendation about the management of confidential images.

Everyone we spoke with said they or their family member felt safe with care staff. Managers and staff understood their role in protecting people from abuse and avoidable harm. Risks to people and staff providing their care were assessed and managed. Although medicines were managed safely, the provider was seeking to improve oversight with a new computerised recording system.

Staff had training in infection prevention and control. People told us staff cleaned their hands. There was a good supply of personal protective equipment (PPE) and staff wore this during visits.

People, relatives and staff talked about the service being family run. Staff and managers talked about people respectfully and compassionately. The registered manager and nominated individual were clear about their responsibilities. They maintained oversight by seeking people's feedback, spot checks and audits, and regular supervision and informal conversations with staff.

The nominated individual and registered manager recognised the pandemic had adversely affected staff morale. There had been frequent changes in office staff and there were ongoing efforts to recruit suitable replacements. People, relatives and staff voiced that this had been unsettling and sometimes hindered communication. However, staff spoke positively about their work.