# Heartfelt Care

*Operated by Heartfelt Care Yeovil and Sherborne Limited.*

Heartfelt Care is a CQC-regulated home-care agency in Yeovil.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 02/08/2024

## Practical info

- Postcode: BA20 1RG
- Registered manager: Cole, Dominic
- Local authority: Somerset
- Region: South West
- City: Yeovil
- Last CQC check: 01/Oct/2024 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-03-15
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity; promoting privacy, dignity and independence
  - Published: 2023-03-15

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-03-15
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-03-15
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-03-15
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-03-15

### Other

- Finding
  - Evidence: The provider demonstrated openness and transparency throughout the inspection and was responsive to feedback.
  - Published: 2023-03-15
- Finding
  - Evidence: Staff received one-to-one supervision and felt well supported by the provider.
  - Published: 2023-03-15
- Finding
  - Evidence: Positive partnership working with GPs, local authorities and district nursing teams was evidenced.
  - Published: 2023-03-15
- Finding
  - Evidence: The service worked within the principles of the Mental Capacity Act 2005 and sought consent before providing care.
  - Published: 2023-03-15
- Finding
  - Evidence: Staff knew people well and could describe individual risks and mitigation actions despite gaps in written care plans.
  - Published: 2023-03-15
- Finding
  - Evidence: There were enough staff to cover visits with no missed visits reported; staff informed people of any delays.
  - Published: 2023-03-15
- Finding
  - Evidence: People and relatives consistently reported staff were kind, caring, respectful and treated them with dignity.
  - Published: 2023-03-15
- **leadership** _(moderate)_
  - Evidence: At the time of our inspection there was not a registered manager in post. The provider was in the process of applying for the registered manager position.
  - Published: 2023-03-15
- **safeguarding** _(moderate)_
  - Evidence: One recent safeguarding concern had not been reported to the Care Quality Commission (CQC), the provider confirmed they would complete this.
  - Published: 2023-03-15
- **person_centred_care** _(critical)_
  - Evidence: One person's care plan stated they were blind, their care plan did not detail how information should be presented to them. Breach of Regulation 9.
  - Published: 2023-03-15
- **staff_competency** _(moderate)_
  - Evidence: The provider told us spot checks were completed on staff to check their competencies. However, there were no records demonstrating this.
  - Published: 2023-03-15
- **staff_training** _(moderate)_
  - Evidence: There were gaps in training for subjects such as dysphagia, oral health, diabetes and catheter care. Some staff also required refresher training.
  - Published: 2023-03-15
- **governance** _(critical)_
  - Evidence: Systems and processes were not operated effectively to assess, monitor and improve the quality and safety of the service. Breach of regulation 17.
  - Published: 2023-03-15

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-03-15
- Finding
  - Meeting people's communication needs
  - Published: 2023-03-15
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-03-15

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-15
- Finding
  - Staffing and recruitment
  - Published: 2023-03-15
- Finding
  - Preventing and controlling infection
  - Published: 2023-03-15
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-03-15
- Finding
  - Using medicines safely
  - Published: 2023-03-15

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-03-15
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-03-15
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; Continuous learning
  - Published: 2023-03-15

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-12062327094

HomeCare Compass is an independent guide and is not affiliated with the CQC.