Heart to Heart Care NW Limited

Safety monitoring and management of risk had improved. The majority of care records contained relevant and up to date care needs and risk management information. However, we identified that additional oversight and assurance measures need to be implemented as a way of ensuring that all areas of risk were appropriately recorded and monitored.

Improved medicine management processes had been implemented. Care records contained essential information for staff to follow, improved medication administration processes had been implemented, PRN (as and when needed) medicines and topical cream processes had been strengthened and there was a greater level of oversight in relation to compliance.

Infection prevention and control (IPC) measures and arrangements had improved. Staff were engaged in COVID-19 testing regimes, staff had completed IPC training, PPE was readily available, and people had relevant COVID-19 risk assessments in place.

People were protected from abuse and avoidable harm; systems and processes were in place to ensure safeguarding incidents were recorded and reported, staff knew how to escalate any safeguarding concerns and there was a greater level of oversight in relation to call monitoring and completion of daily tasks.

The introduction of an 'electronic call monitoring' (ECM) system meant that there was greater oversight in relation to staffing levels and call times. The provider ensured that call times were analysed in conjunction with the packages of care that needed to be delivered. We did receive some feedback to suggest that staff continued to run late from time to time.

Recruitment procedures and pre-employment recruitment checks need to be strengthened. We have made a recommendation regarding recruitment practices.