H2H Community Care Ltd

Updated 13 March 2020

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, 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 was conducted by one inspector.

Service and service type:

Heart 2 Heart Staff Solutions is a domiciliary care service, registered to provide personal care to people living in their own homes in the community.

The service had a manager registered with the Care Quality Commission (CQC). This means 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 the registered manager would be in the office to support the inspection.

Inspection activity started on 18 February 2020 and ended on 24 February 2020. We visited the office location on 20 and 25 February.

What we did before the inspection:

In planning our inspection, we reviewed information we had received about the service. This included any notifications (events which happened in the service that the provider is required to tell us about).

During the inspection:

We spoke with one person to ask about their experience of the care provided. We also spoke with four relatives, the registered manager and two members of the care team.

We reviewed a range of written records including two people’s care plan, two staff recruitment files and information relating to the auditing and monitoring of service provision.

Updated 13 March 2020

About the service:

Heart 2 Heart Staff Solutions is a domiciliary care service. It is registered to provide personal care to people living in their own homes in the community. The service operates in Lincoln and Louth.

At the time of our inspection, five people were receiving a personal care service.

People’s experience of using this service:

Staff were kind and caring in their approach to the people in their care. They understood people’s individual needs and preferences and used this knowledge to provide them with flexible, responsive support.

Staff worked in a non-discriminatory way and promoted people’s dignity, privacy and independence. The provider took care to involve people and their relatives in planning and reviewing their care and to deploy staffing resources in accordance with their individual requirements. People were provided with food and drink of their choice which met their nutritional needs.

Training and support systems were in place to provide staff with the knowledge and skills they required to meet people’s needs effectively. End of life care was provided with sensitivity and compassion.

Staff worked collaboratively with local health and social care services to ensure people had access to support they required. Systems were in place to ensure effective infection prevention and control and people's medicines were managed safely.

Staff were aware of people’s rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The registered manager said he would take action to review and update the policies and systems in the service to ensure they fully supported this practice.

People’s individual risk assessments were reviewed and updated to take account of changes in their needs. Staff knew how to recognise and report any concerns to keep people safe from harm. Staff recruitment was safe.

The service was well-led. The registered manager provided open, supportive leadership and was respected by everyone connected to the service. A range of audits was in place to monitor the quality and safety of service provision.

There was organisational learning from significant events. There had been no formal complaints since the service was registered and any informal issues or concerns were managed effectively. The provider was committed to the continuous improvement of the service in the future.

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

Rating at last inspection:

This service was registered with us on 28 March 2019 and this is the first inspection. The service had been fully operational for about six months preceding our inspection.

Why we inspected:

This was a planned inspection scheduled to take place within a year of the service’s first 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.