Updated 3 September 2024
Heartfelt Care is a domiciliary care agency providing personal care and support to people living in their own homes. 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. At the time of the inspection 27 people were receiving personal care from the service. We carried out an assessment of the service which started on 3 September 2024 and was completed on 13 September 2024. This assessment looked at the Effective key question to see if the provider had made the improvements needed following the recommendation we made at the last inspection (published 3 March 2023). This was in relation to the provider ensuring staff received up to date training based on current best practice, in relation to people's needs. At this assessment we found improvements had been made and the provider met the recommendation. As part of the assessment, we used information we had gathered at the assessment we undertook in May 2024. This included feedback from 2 people who use the service and 3 relatives. We emailed all 17 staff members employed by the provider asking for their views (this included staff we had met at the provider’s office). We received responses from 10 of them. We also asked the provider for additional information to support our judgement of this key question and spoke with the registered manager and a member of the management team. We asked the local authority contracts and quality officer who had been working with the provider for their views.