Heartfelt Care

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We assessed all of the quality statements within this key question. Our rating for this question has improved to Good. People were involved in assessing their needs and able to state their choices and preferences for how their care and support was provided. People’s care and support was planned and delivered in line with current practice, legislation and standards. Information for staff about how people’s needs should be met had been improved and staff understood how people’s needs should be met. The staff team worked well together and with others to make sure people experienced positive outcomes in relation to their care and support needs. People were supported to stay healthy and well. Staff monitored people’s health and wellbeing and made sure people received timely support if they became unwell or needed extra support from professionals with their healthcare needs. The management team reviewed the care and support people received to make sure this remained effective and helping people achieve positive outcomes. The service was working within the principles of the Mental Capacity Act (MCA).

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.

People felt involved in the assessment process and in decisions made about their care and how this was to be delivered. A relative commented, “Yes. I would say it’s ongoing, they are on top of it. They keep asking me if everything’s alright, anything they can do…very attentive to my needs as well as (person receiving a service).” Another said, “Recently yes…when we initially took the contract they explained everything to us and gave us terms and conditions…there’s a chart here where each visit they circle what they’ve done and write notes on their smart phone.”

Staff told us they reviewed people’s care records, so they had information about people’s needs and the level of support they required. One staff member said, “We spend time and get to know our clients we try very hard to enhance their life and make their journey fun and a happy experience.” The management team told us they undertook an assessment process with people before they delivered a service. They collected information to make sure people received a service which was person centred to them. They also undertook a risk assessment to ensure staff would be safe delivering support in people’s homes.

Effective processes were now in place to assess and review people’s needs. People and their relatives were involved in assessments and reviews to enable the management team to obtain the information they needed to plan and deliver the care and support people required. People’s care plans were current and reflected their choices about how and when support should be provided.

People told us they felt the staff had the skills needed to meet their needs. A relative told us, “The girls we have certainly do. I don’t know if the rest of the employees are the same- we’re very pleased with the girls who comes here, she’s super..”

Staff told us their training enabled them to be able to deliver support in line with best practice guidance. Staff were positive about the training available to them. The management team told us how they supported staff to undertake higher health and social care qualifications. Several staff confirmed they had taken higher level training. Comments included, “I have undertaken and passed a level 3, lead adult care NVQ as well as hours of training through NHS elf, manual handling, medication and first aid.”

Staff were supported to deliver care to people in line with legislation and good practice standards. Assessments, monitoring and reviews of people’s care needs helped the management team make sure care and support was planned and delivered in line with people’s choices and preferences. This information was accessible to staff through people’s electronic care records. Staff were now provided regular and relevant training to ensure they were up to date with best practice guidance when delivering care and support to people. The provider undertook spot checks on staff to check their competencies. At the last inspection there were gaps in training for some subjects such as dysphagia, oral health and diabetes. At this assessment staff had completed training in these areas. Staff completed the Care Certificate. The Care Certificate is an agreed set of standards that define the knowledge, skills and behaviours expected of specific job roles in the health and social care sectors. It is made up of the 15 minimum standards that should form part of a robust induction programme.

People told us the staff supporting them worked well together and shared information, so everyone was able to support them safely and effectively.

Staff told us they worked well together and there was good team work, with clear communication and information sharing. One staff member told us, “We have a great team and the closeness of that team ensures that very little is missed and everyone is aware of what is going on and day to day practice is smooth in the main.” Another said, “I am really happy working with Heartfelt Care and I am also proud to work there, the team are very good and always there to help each other out, communication is fantastic.”

The provider has been working with the local authority quality officer. They were very positive about how the provider had worked with them to make the improvements required. They recorded in their last assessment of the service in January 2024, ‘Care plans evidence working with partnership agencies…Care passports exist.’

Staff ensured people were supported to transition safely and effectively whilst maintaining continuity of care when they first started using the service. Assessments of people’s needs ensured information was shared in a timely way, to help people make informed decisions about how they would like their needs to be met.

People told us staff supported them to remain well and have healthy lives. They told us if there were feeling unwell then staff would support them to obtain medical attention.

Staff confirmed they provided people with support to attend medical appointments and maintain a healthy lifestyle. The registered manager confirmed they supported people to make meal choices and undertook shopping with some and encouraged healthy eating.

People’s assessments and care plans were assessed and reviewed six monthly and more regularly if someone’s needs changed. This ensured staff had access to up to date information about people’s healthcare needs which helped them support people to stay healthy and well. Systems were in place to seek support for people when they became unwell. The management team worked closely with staff and had a clear oversight of this and made sure prompt responses were received from the relevant healthcare professionals to ensure people received timely support.

People said staff had the skills and knowledge needed to support them to achieve positive outcomes.

Staff were committed to their jobs and supporting people to achieve good outcomes. One staff member said when asked if they would allow a close relative to receive care from Heartfelt Care, “Yes, they would be treated as an individual and with respect. They would be cared for by a knowledgeable and experienced staff team. I would have no issues with a close relative receiving care from Heartfelt.”

Systems were in place to monitor the care and support provided to people to ensure this remained effective. Staff maintained records during each care visit of the support they provided to people and their observations about people’s health and wellbeing. The management team reviewed these records at regular intervals and used this to inform their ongoing assessment, monitoring and review of people’s care and support needs, and made changes where these were required.

People told us staff consistently sought their consent before carrying out tasks and any other activity they undertook on behalf of the person.

Staff were respectful of people’s decisions and choices. They involved people in their care and obtained their views before providing support.

The service was working within the principles of the Mental Capacity Act (MCA). Systems were in place to ensure mental capacity assessments had been completed with people and others involved in their care. People’s capacity and ability to consent was taken into account, and people had been involved in planning their care and support. Where people could not make decisions and consent to their care, processes were in place to make sure any decisions would be made in their best interests.