Hand on Heart Care

What inspectors found

From the Care Quality Commission's assessment published 8 July 2024 (assessment visit 12 February 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   The service people received was safe and there were suitable numbers of appropriately recruited staff employed to meet their needs. This meant people were supported to live safely. Any risks to people were assessed, monitored, and recorded, by the registered manager and staff as required. Accidents, incidents, and safeguarding concerns were reported, investigated, and recorded appropriately. Staff were trained to administer, prompt and support people to take their medicines, if required. Infection control procedures were followed

2. Caring

   GGood Good

   Staff encouraged and supported people to be independent and do things for themselves, whenever possible. They were supported to have choice and control and make decisions about how their support was provided. This promoted and improved their quality of life and self-worth. People and their relatives told us staff gave good care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality, and people said they felt respected. People said staff were compassionate, cared about people and passionate about the people they provided a service to. A relative told us, “Couldn’t be happier with the staff, they are friendly and really care.” A staff member said, “People come first."

3. Responsive

   GGood Good

   The provider was responsive to people’s needs and assessed, reviewed, and appropriately adjusted their care plans as required. This included any communication needs. Staff provided people with person-centred care and people were given choices and encouraged to follow their routines, interests, and encouraged to maintain contact with friends so that their independence was promoted, and social isolation minimised. People’s relatives were given enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and nvested.

4. Well-led

   GGood Good

   The provider had a culture that was open, responsive, positive and the management structure was clearly set out. The provider’s vision and values were easy to understand, and staff understood and followed them and were aware of their responsibilities and accountability. Staff were prepared to raise concerns they may have with the provider and take responsibility for their own conduct. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was conducted in a way that best suited people. The provider had established effective professional working relationships that promoted the needs of people including those outside its remit.