Heritage Healthcare Epsom

Updated 4 January 2023

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 Health and Social Care Act 2008.

Inspection team

This inspection was undertaken by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was not a registered manager in post. However, the new manager had begun their application.

Notice of inspection

We gave the service short notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 6 people, 3 relatives and 6 staff, including 4 care workers, the manager and the business development manager. We reviewed 5 people’s care records and records relating to staff recruitment, staff training and the management of the service.

Updated 4 January 2023

About the service

Heritage Healthcare Epsom is a domiciliary care agency providing support to people in their own homes. At the time of our inspection there were 40 people receiving support with their personal care. 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

People received safe care that was free from discrimination. Safeguarding adult’s policies and procedures were in place and adhered to. Assessments were undertaken to identify risks to people’s safety and plans were in place to manage and mitigate those risks. Where required staff supported people safely with their medicines management. Appropriate practices were in place to minimise the risk and spread of infection.

There were safe recruitment practices in place and sufficient numbers of staff to support people. People received care from a consistent staff team whom they had built a good relationship with. Staff had the knowledge and skills to undertake their role and were required to undertake regular training.

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. Clear assessments were undertaken to identify people’s support needs, including support they required with personal care, nutrition and health needs. People, and their relatives, were involved in their care and attended regular care reviews.

People were treated with respect and their privacy and dignity was maintained. Staff supported people to be as independent as possible and supported them in line with their recovery and rehabilitation. If needed, social calls were available to protect people from the risk of feeling lonely.

There were systems in place to review the safety and quality of service delivery, including through regular spot checks on the delivery of care. There was a commitment to continuous improvement and prompt action was taken in response to any concerns identified. The new manager in post had plans to reinstate measures to gather feedback from people, relatives and staff, and further involve them in service development.

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 good (published 27 December 2017).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.