Heritage Staffing Services

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.

Systems were not always being used to manage risk and promote wellbeing, such as the monitoring of visit times. The registered manager was committed to improving the service and learning lessons after feedback. However, they did not always check to see whether any changes they had made were working. The provider had not always notified CQC, as required.

Staff did not always work alongside other professionals to manage risk and ensure there were no gaps in care. Improvements were needed to the care planning and monitoring of the medicines people received. Some staff did not minimise the risk of infection when cleaning people's homes. Staff minimised the risk of COVID-19 through their use of personal protective equipment.

Staff had the skills to meet people's needs. Staff were recruited safely. Staff were positive about the registered manager and communication within the service.

The registered manager had taken action to safeguard people when concerns were raised about an individual's safety. 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.