# Care at Hand Limited

Care at Hand Limited is a CQC-regulated home-care agency in Harlow.

## CQC Ratings

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

Rating published: 26/11/2025

## Practical info

- Postcode: CM19 5AN
- Local authority: Essex
- Region: East
- City: Harlow
- Last CQC check: 26/Nov/2025 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-10-30
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-10-30
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-10-30

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives
  - Published: 2021-10-30
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2021-10-30
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-10-30
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-10-30
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: The service worked closely with the Local Authority, healthcare professionals and family members.
  - Published: 2024-06-13
- Finding
  - Evidence: Staff had completed mandatory safeguarding, infection control, MCA and medication training.
  - Published: 2024-06-13
- Finding
  - Evidence: Care plans comprehensively covered individual needs, risks, communication and support requirements.
  - Published: 2024-06-13
- Finding
  - Evidence: People were supported to maintain independence and make choices about their care and daily life.
  - Published: 2024-06-13
- Finding
  - Evidence: Staff supported people with dignity, respect and person-centred care; permanent staff ensured continuity and rapport.
  - Published: 2024-06-13
- Finding
  - Evidence: Medicine Administration Records demonstrated people received their medicines as required, with staff competency assessed.
  - Published: 2024-06-13
- Finding
  - Evidence: People felt safe and well cared for, with no safeguarding concerns raised with the Local Authority or CQC.
  - Published: 2024-06-13
- **record_keeping** _(moderate)_
  - Evidence: Recruitment practices were not as robust as they should be, and improvements were required. The provider could not demonstrate all records relating to staff's employment had been sought.
  - Published: 2024-06-13
- **staff_training** _(minor)_
  - Evidence: action was required to ensure staff received appropriate training relating to people with a learning disability and autistic people.
  - Published: 2024-06-13
- **supervision_appraisal** _(moderate)_
  - Evidence: There was no evidence to demonstrate the previous provider had completed formal supervisions and 'spot visits' for staff.
  - Published: 2024-06-13
- **staffing_levels** _(moderate)_
  - Evidence: Concerns were raised with us by 1 person to imply there may not always be enough staff to support their family member to stay safe.
  - Published: 2024-06-13
- **complaints_handling** _(moderate)_
  - Evidence: people told us where they had raised a concern with the manager, their concern had not been responded to and they were still awaiting a response.
  - Published: 2024-06-13
- **governance** _(critical)_
  - Evidence: There were few quality assurance and governance arrangements in place, such as audits, to monitor the service.
  - Published: 2024-06-13

### responsive

- Finding
  - Meeting people's communication needs
  - Published: 2021-10-30
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-10-30
- Finding
  - End of life care and support
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2021-10-30

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2021-10-30
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30

## 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/1-135261546

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