16 February 2016
During a routine inspection
48 hours’ notice of the inspection was given because the service is small and the provider is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Heartfelt care provides personal care to people living in their own homes. At the time of the inspection the agency was providing a service to six people and employed two members of staff. The majority of care was carried out by the provider.
This is the first inspection of the service since it was registered with the Care Quality Commission in June 2015.
The service is run by Mrs Marie Dawn Ward as a sole provider. As a sole provider she is not required to employ a registered manager. Instead she has opted to manage the service herself. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
The agency was well managed and there were plans to slowly expand the service offered. The provider was clear that although they wished to increase the size of the agency, they did not want to lose the personal touch currently offered.
The provider carried out an initial assessment of people wishing to use the service to make sure they were able to meet their needs and expectations. All care was provided by a very small team of care staff which enabled people to build trusting relationships. People told us they knew who would be visiting and what time they would arrive. One person said “They are totally reliable. You know who’s coming and when.”
Care was planned and delivered in a way that met people’s needs and took account of their wishes and preferences. Staff encouraged and supported people to maintain their independence and confidence. People were involved in the assessment of their needs and only received care with their consent.
The service was flexible to meet people’s changing needs and accommodate their wishes. One relative told us “It gives us the flexibility we need to be able to do things. We couldn’t have coped without them.”
Staff liaised with healthcare professionals to make sure people’s needs were met. Staff also assisted people to attend appointments if requested to do so. One person said “It’s such a relief to have someone to take us to appointments. She [provider] will always contact the doctor for us if we have any worries or need help.”
People were very complimentary about the provider and staff who supported them with their needs. One person said “Everything they do, they do well.” A relative said “They have the right skills and they are the right type of people.”
People told us they felt safe with the staff who visited them and said they were respectful of them and their homes. Personal care was provided in a professional manner and people felt their dignity was respected.
There were policies and procedures in place to minimise the risks of abuse to people and make sure staff were aware of up to date guidance and legislation. People were supported by staff who were well trained and supported by the provider.