# Kind Hearts Care & Support Limited

Kind Hearts Care & Support Limited is a CQC-regulated home-care agency in Lichfield.

## CQC Ratings

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

Rating published: 04/03/2023

## Practical info

- Postcode: WS14 9UY
- Registered manager: Brady, Clarissa
- Local authority: Staffordshire
- Region: West Midlands
- City: Lichfield
- Last CQC check: 04/Mar/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-03-04
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-03-04
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-03-04
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-03-04
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-03-04

### Other

- Finding
  - Evidence: Registered manager understood duty of candour obligations; open communication culture evidenced
  - Published: 2023-03-04
- Finding
  - Evidence: People and relatives have access to electronic care system for real-time updates
  - Published: 2023-03-04
- Finding
  - Evidence: Provider works in partnership with GPs, OTs, social workers and district nurses
  - Published: 2023-03-04
- Finding
  - Evidence: Registered manager participates in local registered managers network for continuous improvement
  - Published: 2023-03-04
- Finding
  - Evidence: Person-centred culture with relatives describing themselves as 'lucky' to have the care provider
  - Published: 2023-03-04
- Finding
  - Evidence: Staff training updated with specialist training tailored to individual needs (e.g. eye drops administration)
  - Published: 2023-03-04
- Finding
  - Evidence: Electronic monitoring system enables daily oversight of care calls with prompt action when staff miss visits
  - Published: 2023-03-04
- Finding
  - Evidence: Effective infection prevention and control systems with appropriate PPE use confirmed by relatives
  - Published: 2023-03-04
- Finding
  - Evidence: Improved recruitment processes with references and DBS checks obtained prior to employment
  - Published: 2023-03-04
- Finding
  - Evidence: Robust risk assessments now in place for identified health conditions, informing staff guidance
  - Published: 2023-03-04
- Finding
  - Evidence: Provider improved medicines management systems including electronic recording with alerts for unrecorded administrations
  - Published: 2023-03-04
- **consent_capacity** _(minor)_
  - Evidence: Staff understood the principles of the MCA and the provider had booked further training in the MCA for staff to complete in due course.
  - Published: 2023-03-04
- **record_keeping** _(minor)_
  - Evidence: Some people's care records clearly recorded an identified allergy, we found however there was no risk assessment in place for this.
  - Published: 2023-03-04
- **care_planning** _(minor)_
  - Evidence: Some people's care plans had been updated, however the updates had not been clearly recorded on all areas of the care plan.
  - Published: 2023-03-04

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-03-04
- Finding
  - Preventing and controlling infection
  - Published: 2023-03-04
- Finding
  - Staffing and recruitment
  - Published: 2023-03-04
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-04
- Finding
  - Using medicines safely; Assessing risk, safety monitoring and management
  - Published: 2023-03-04

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-03-04
- Finding
  - Continuous learning and improving care
  - Published: 2023-03-04
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-03-04
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-03-04
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-03-04
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-03-04

## 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/1-2228984379

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