Hand on Heart Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The provider had a culture that was open, responsive, positive and the management structure was clearly set out. The provider’s vision and values were easy to understand, and staff understood and followed them and were aware of their responsibilities and accountability. Staff were prepared to raise concerns they may have with the provider and take responsibility for their own conduct. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was conducted in a way that best suited people. The provider had established effective professional working relationships that promoted the needs of people including those outside its remit.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager and staff were clear about their roles and its importance. A staff member said, “He [Registered Manager] is very supportive and a good communicator." Staff told us they were frequently updated with practical information not only about people using the service but also topics such as keeping safe.

The provider was aware of their responsibilities regarding duty of candour. The provider’s systems stored people's details, appointment schedules, and if tasks, support visits, and care plans were completed on time. Data collected was collated and used to update and improve the service provided. Any areas needing improvement were then addressed. There were thorough audits regarding communication and visits, care plans, risk assessments, complaints, and staff files. Staff files and the data base contained a recruitment checklist, training, performance, and development information. The complaints system was regularly monitored and enabled staff and the provider to learn from and improve the service. People, their relatives and staff provided regular feedback to identify if people were receiving the care and support, they needed.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.