Open Heart Care Ltd

Updated 5 May 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience undertook telephone interviews of people receiving support and relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 8 April 2021 and ended on 16 April 2021. We visited the office location on 8 April 2021.

What we did before the inspection

We reviewed information we had received about the service since the date of registration. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with two people who used the service and eight relatives about their experience of the care provided. During the inspection we spoke with the registered manager. We received feedback from 11 care workers. We reviewed a range of records which included the care plans for three people. We looked at the records for two care workers in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider who sent updated paperwork in relation to issues we had identified during the inspection. We received feedback from two professional who had regular contact with the service.

Updated 5 May 2021

About the service

Open Heart Care Ltd is a domiciliary care agency providing a range of services including personal care for people in their own homes. At the time of our inspection the provider was supporting 39 people. 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.

People’s experience of using this service and what we found

Improvements had been made in the way medicines were managed. People we spoke with told us they felt safe when receiving care. The provider had made improvements in relation to the recording and investigation of incidents and accidents. The processes in place for the management of risk had also been improved. There were appropriate processes for the recruitment of care workers.

Care workers completed training and received support to ensure they had the appropriate skills to meet people’s care needs in a safe and effective manner. 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.

People told us they felt their dignity and privacy was respected with care workers acting in a kind and caring way when providing support. People’s religious and cultural wishes were identified and supported.

Improvements had been made to the way care plans were developed to ensure they identified how the person wanted their care and support provided. The provider now responded to complaints in a timely manner.

The provider had developed a range of quality assurance audits and checks to monitor how care was being provided. People receiving care, relatives and care workers told us they felt the service was well run.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 3 April 2020). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.