Heroic Care Ltd

Updated 10 July 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team. Our inspection team consisted of one inspector.

Service and service type. Heroic Care Ltd is a supported living and domiciliary care service. It provides personal care to people living in their own houses and flats. It provides a service to younger disabled adults who have a learning disability.

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 provider 72 hours’ notice because the location provides a domiciliary care service and we needed to be sure someone was available at the office.

What we did before the inspection, we reviewed the information we held about the service. This included notifications sent to us by the provider and other information we held on our database about the service. Statutory notifications include information about important events which the provider is required to send us by law. We used this information to plan the inspection.

During the inspection. We spoke with three people who used the service and visited one person in their own home. We spoke with relatives of six people. We spoke with the providers, the registered manager, a care manager and three care workers. We reviewed six people's care records, staff records, audits and other records about the management of the service. We requested additional evidence to be sent to us after our inspection. This was received, and the information was used as part of our inspection.

Updated 10 July 2019

About the service: Heroic Care is a domiciliary care agency and supported living provider supporting people with a learning disability in their own homes. At the time of the inspection they were supporting 32 people in multiple locations around Hinckley.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence.

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.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People’S experience of using this service:

People consistently told us how they were treated with exceptional kindness and respect. We received overwhelmingly positive feedback about how staff were supportive and went the extra mile to get care just right for people.

People received highly personalised and flexible care and support, tailored to their specific needs and preferences. Each person was seen as an individual, with their own social and cultural diversity, values and beliefs. Staff invested time to get to know and appreciate the preferences and experiences of people who received a service.

People told us they felt safe when being supported with care. Relatives told us all the staff worked in a way that respected their family member's privacy and dignity. The providers had a culture of supporting people to live their own lives to the best of their ability. This ethos was infused throughout the service. Staff told us they felt valued by the organisation.

Staff and the management team described how care staff often went beyond their scheduled duties, supporting people outside their normal working hours, enabling them to go on holiday or take part in community based activities.

Safe recruitment practices were followed and appropriate checks had been undertaken, which made sure only suitable staff were employed to provide care for people.

People's needs were assessed before a service commenced and care was delivered in line with standards, guidance and the law.

Staff were highly motivated and well supported to provide care to people through the training and supervision they received. There was an induction, training and development programme, which supported staff to gain relevant knowledge and skills.

The service was well managed and people and their relatives consistently praised the passion and drive of the providers and their motivation to provide a high quality service. Relatives consistently told us they would positively recommend the service to other people.

More information about the service is contained in the full report.

Rating at last inspection: This is the first inspection following their registration on 24 May 2018.

Why we inspected: This was a planned inspection following their registration.

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

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