# HICA Homecare - Grimsby

*Operated by H I C A.*

HICA Homecare - Grimsby is a CQC-regulated home-care agency in Grimsby.

## CQC Ratings

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

Rating published: 05/12/2023

## Practical info

- Postcode: DN36 4AW
- Registered manager: Walker, Joanne
- Local authority: North East Lincolnshire
- Region: Yorkshire & Humberside
- City: Grimsby
- Last CQC check: 05/Dec/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Partnership working with local authority and other professionals was evidenced in care records.
  - Published: 2023-12-05
- Finding
  - Evidence: The service worked within the principles of the Mental Capacity Act 2005.
  - Published: 2023-12-05
- Finding
  - Evidence: Management were visible, approachable and engaged with people, relatives and staff to drive continuous improvement.
  - Published: 2023-12-05
- Finding
  - Evidence: Electronic monitoring was used to ensure staff stayed with people for their allocated time, with action taken on shortfalls.
  - Published: 2023-12-05
- Finding
  - Evidence: A lessons-learned system was in place; incidents were investigated and learning shared with all staff.
  - Published: 2023-12-05
- Finding
  - Evidence: Staff received induction and up-to-date training including infection prevention and control and person-specific training.
  - Published: 2023-12-05
- Finding
  - Evidence: Staff were safely recruited with pre-employment checks including DBS, references and right-to-work verification.
  - Published: 2023-12-05
- Finding
  - Evidence: Medicines were managed safely with electronic records, regular staff competency checks and medicine audits.
  - Published: 2023-12-05
- **communication_with_families** _(minor)_
  - Evidence: Some people said the office staff do not answer the phones, speak in an unprofessional manner, and do not act on concerns shared.
  - Published: 2023-12-05
- **governance** _(minor)_
  - Evidence: Where improvements to the service had been identified through quality auditing, action was not always revisited and signed off.
  - Published: 2023-12-05
- **missed_or_late_visits** _(moderate)_
  - Evidence: "Normally there is a lot of variation in visit arrival times" and "They come to visits at anytime, I've had to cancel hospital appointments as the carers were late."
  - Published: 2023-12-05
- Finding
  - Evidence: Complaints responded to promptly and transparently; office staff introduced personal visits to resolve concerns
  - Published: 2021-10-30
- Finding
  - Evidence: Detailed personal profiles created for each person supporting meaningful engagement by staff
  - Published: 2021-10-30
- Finding
  - Evidence: Innovative pilot of flexible 'just checking 15 minute' call model developed collaboratively with NELCCG
  - Published: 2021-10-30
- Finding
  - Evidence: Quality assurance systems significantly strengthened since previous inspection with monthly audits across all service areas
  - Published: 2021-10-30
- Finding
  - Evidence: Very positive feedback from people: 100% of survey respondents felt treated with dignity and respect, 95% found care workers kind and caring
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received a wide range of relevant training including dementia, MCA, equality and diversity, with regular supervision and appraisal
  - Published: 2021-10-30
- Finding
  - Evidence: 98% call compliance in October 2017 monitored via electronic call monitoring system
  - Published: 2021-10-30
- Finding
  - Evidence: Robust recruitment process including DBS checks and minimum two references for all staff
  - Published: 2021-10-30
- Finding
  - Evidence: Staff demonstrated strong safeguarding knowledge and confidence in recognising and reporting abuse
  - Published: 2021-10-30
- **person_centred_care** _(minor)_
  - Evidence: staff had talked to them about their preferences for their care, although we found some of this information had not always been incorporated into the care plans
  - Published: 2021-10-30
- **communication_with_families** _(minor)_
  - Evidence: a small number of people told us phone calls to the office had been unanswered...Two people told us they experienced some difficulty in getting through to office staff
  - Published: 2021-10-30
- **record_keeping** _(minor)_
  - Evidence: the quality of person-centred information varied in different people's care records. The registered manager acknowledged this and confirmed they had identified improvements were needed
  - Published: 2021-10-30
- **medication_management** _(moderate)_
  - Evidence: we found this action had been completed for some staff teams, but not all...further work and improvements were needed to ensure all teams were completing the records appropriately
  - Published: 2021-10-30

### responsive

- Finding
  - Involvement in care planning
  - Published: 2016-09-07
- Finding
  - Complaints handling
  - Published: 2016-09-07
- Finding
  - Care planning and annual reviews
  - Published: 2016-09-07

### well_led

- Finding
  - Regulatory notifications and accountability
  - Published: 2016-09-07
- Finding
  - Leadership and management culture
  - Published: 2016-09-07
- Finding
  - Quality assurance and governance systems
  - Published: 2016-09-07

## 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/1-2655484215

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