The Care Quality Commission
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Hand on Heart Care

Overall: Good read more about inspection ratings

Havelock Hub, 14 Havelock Place, Suite - G01, Harrow, HA1 1LJ (020) 8080 3365

Provided and run by:
Hand On Heart Care Services Limited

All Inspections

During an assessment under our new approach

Date of assessment 22 April to 5 June 2024. Hand on Heart Care provides personal care to people in their own homes. There were 4 people using the service when we carried out the assessment. During the assessment we contacted 4 people’s relatives, 8 care staff, and 3 healthcare professionals for their feedback about the service. We looked at 6 quality statements. Safeguarding processes, involving people to manage risks, and safe and effective staffing remained good. People told us they felt safe, were involved in managing risks to themselves, and experienced positive outcomes from the care and support they received that was provided by enough skilled and caring staff. Independence, choice, and control, remained good. People were supported to maintain their independence and had choices. Equity in experiences, and outcomes remained good. People felt they were treated equally, and fairly. Governance, effective management, and sustainability remained good. There were effective management and government systems in place. For those areas and quality statements we did not assess, we used the ratings awarded at the last inspection to calculate the overall rating. We did not identify breaches of any Regulations during this assessment. We will continue to monitor information we receive about the service, which will help inform when we next assess them. This was an ‘assessment using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, video, and phone calls to engage with people using the service as part of this performance review assessment.

12 March 2018

During a routine inspection

This inspection took place on 12 March 2018. The provider was given 48 hours' notice because the location provides a domiciliary care service. At the time of the inspection Hand on Heart Care provided personal care and support for 2 people in their own homes. The service currently worked with older people and the nominated individual informed us that the service was seeking more clients to support.

This was the first inspection of the service since registration in April 2017. As a result of this inspection the service was rated as Good.

There was no registered manager in post due to the departure of the former registered manager. The nominated individual for the company that is registered to operate the service had applied for registration with the Care Quality Commission [CQC] and this application was being processed by CQC. A registered manger is a person who has registered with CQC to manage the service and has the legal responsibility for meeting the requirements of law; as does the provider. The nominated individual was present during the inspection.

Procedures relating to safeguarding people from harm were in place. Staff we spoke with understood what to do and who to report it to if people were at risk of harm. Two of the three staff we spoke with had an understanding of the systems in place to protect people, one was a little unsure when asked about types of abuse but did know that they should keep people safe.

The service operated safe staff recruitment procedures and ensured that all staff were suitable for their role before beginning any care work.

Medicines were managed safely and the service was currently supporting one person to take their medicines.

Risk assessments provided staff with guidance on how to mitigate people’s individual personal risks. Risks had been clearly identified and risk reduction measures were identified and acted upon.

Staff were provided with a suitable induction as well as on-going regular training and supervision to support them in their role, which records confirmed.

People were involved in planning their care as far as possible. Staff knew the people they supported and people and their relatives felt that they were treated with dignity and respect. Care plans were person centred and included information on how people wanted their care to be delivered as well as their likes and dislikes.

People and their relatives were provided with information on how to make a complaint and their views were obtained and acted upon. People who used the service, relatives and stakeholders had opportunities to provide their views about the quality of the service and the provider monitored the performance of the service.

Further information is in the detailed findings below.