# Warm Caring Heart

*Operated by Warm Caring Heart Ltd.*

Warm Caring Heart is a CQC-regulated home-care agency in Lytham St. Annes.

## CQC Ratings

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

Rating published: 17/08/2023

## Practical info

- Postcode: FY8 1TG
- Registered manager: Ziyambe, Dzidzai
- Local authority: Lancashire
- Region: North West
- City: Lytham St. Annes
- Last CQC check: 17/Aug/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-08-17
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity; promoting privacy, dignity and independence
  - Published: 2023-08-17

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-08-17
- Finding
  - Supporting people to eat and drink; supporting people to live healthier lives; working with other agencies
  - Published: 2023-08-17
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-08-17
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-08-17

### Other

- Finding
  - Evidence: The registered manager operated an open-door policy and actively sought feedback through surveys.
  - Published: 2023-08-17
- Finding
  - Evidence: Care plans were personalised, capturing preferences, hobbies, communication needs and cultural/religious considerations.
  - Published: 2023-08-17
- Finding
  - Evidence: Governance and auditing systems were effective; the registered manager maintained oversight and made improvements.
  - Published: 2023-08-17
- Finding
  - Evidence: Regular supervision, one-to-one sessions and a structured individual training programme were in place for all staff.
  - Published: 2023-08-17
- Finding
  - Evidence: Staff were described as kind, patient and compassionate; people expressed high satisfaction with the service.
  - Published: 2023-08-17
- Finding
  - Evidence: People received consistent care from a small familiar staff team and call times were monitored by the registered manager.
  - Published: 2023-08-17
- Finding
  - Evidence: Medicines records were accurately completed and staff received medicines training with competency assessments.
  - Published: 2023-08-17
- Finding
  - Evidence: Staff demonstrated good safeguarding knowledge and followed infection prevention and control guidance including appropriate PPE use.
  - Published: 2023-08-17
- Finding
  - Evidence: Risks to people were appropriately assessed and support plans guided staff to safely support people.
  - Published: 2023-08-17

### responsive

- Finding
  - End of life care and support
  - Published: 2023-08-17
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-08-17
- Finding
  - Meeting people's communication needs
  - Published: 2023-08-17
- Finding
  - Planning personalised care to ensure people have choice and control; supporting people to maintain relationships and interests
  - Published: 2023-08-17

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-08-17
- Finding
  - Using medicines safely
  - Published: 2023-08-17
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-08-17
- Finding
  - Staffing and recruitment
  - Published: 2023-08-17
- Finding
  - Assessing risk, safety monitoring and management; learning lessons when things go wrong
  - Published: 2023-08-17

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-08-17
- Finding
  - Engaging and involving people, the public and staff; considering equality characteristics
  - Published: 2023-08-17
- Finding
  - Managers and staff being clear about roles; understanding quality performance, risks and regulatory requirements; continuous learning
  - Published: 2023-08-17
- Finding
  - Promoting a positive, person-centred, open and inclusive culture
  - Published: 2023-08-17

## 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/1-12473308602

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