Heart to Heart Integrated Care LTD

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. At the time of the inspection, the service was supporting one person, and they received personal care.

We have made two recommendations for the nominated individual to review their records and policies.

People told us they felt safe and were supported by a regular team of carers. We were told staff were supportive, kind and considerate of people's needs. People were encouraged with independence, decision making and choice which placed them central to the care they received.

Staff followed infection control requirements and told us they were supported with COVID-19 procedures, which included staff testing. Staff told us their personal safety risks had been reviewed, they had access to personal protective equipment (PPE), and guidance was available to them.

People's needs had been assessed prior to care being delivered, and staff had the knowledge and skills to meet them. Staff told us they received good support from the nominated individual and felt able to raise any concerns. The nominated individual demonstrated safe recruitment procedures and was aware of their legal duty to report incidents of concern to the appropriate agencies.

People and relatives were involved in the care planning process. They told us staff were flexible to provide a service which met their needs and requirements. We were told the nominated individual regularly approached people and their relatives for feedback, and people told us they knew how to report concerns.

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.