# Heston Care Services Ltd *Operated by Mr Ishtiaq Fazal.* Heston Care Services Ltd is a CQC-regulated home-care agency in Hounslow. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Requires improvement | | Safe | Inadequate | | Effective | Good | | Caring | Good | | Responsive | Requires improvement | | Well-led | Requires improvement | Rating published: 10/02/2024 ## Practical info - Postcode: TW5 0LR - Registered manager: Bukhari, Asma - Local authority: Hounslow - Region: London - City: Hounslow - Last CQC check: 10/Feb/2024 - 00:00 ## Inspection findings ### Other - Finding - Evidence: Where prescribed medicines were in use, MAR records were completed with name, form, frequency and administration timing. - Published: 2024-03-22 - Finding - Evidence: Staff felt supported by the provider, with monthly supervision and staff meetings in place. - Published: 2024-03-22 - Finding - Evidence: The provider worked closely with the local authority and healthcare professionals to provide care packages. - Published: 2024-03-22 - Finding - Evidence: People's cultural and religious preferences were identified and respected, including diet reflecting religious preferences. - Published: 2024-03-22 - Finding - Evidence: People were supported to access their religious community, visit friends and family, and go shopping with staff support when requested. - Published: 2024-03-22 - Finding - Evidence: Provider had a recruitment process enabling identification of new staff with required skills, including right-to-work checks, two references and DBS checks. - Published: 2024-03-22 - **staff_competency** _(critical)_ - Evidence: The registered manager confirmed that medicines competency assessments to monitor staff member's understanding and skills in administering medicines [were not completed]. - Published: 2024-03-22 - **staffing_levels** _(minor)_ - Evidence: There was no procedure to explain what would happen if more than 1 person required a staff member to accompany them. - Published: 2024-03-22 - **consent_capacity** _(moderate)_ - Evidence: There was no explanation as to how the information was shared with the person based upon their communication needs...unclear how the care was explained to enable the person to understand and consent. - Published: 2024-03-22 - **record_keeping** _(moderate)_ - Evidence: Records completed by staff were not always contemporaneous...limited information on any activities carried out with staff or what the person had done during the day. - Published: 2024-03-22 - **governance** _(moderate)_ - Evidence: The registered manager did not always inform the Care Quality Commission when a notifiable incident occurred. - Published: 2024-03-22 - **governance** _(moderate)_ - Evidence: An audit was carried out on care plans every 3 months to check if the documents were in place but not if the information in the documents was accurate or person centred. - Published: 2024-03-22 - **complaints_handling** _(moderate)_ - Evidence: The provider had information about complaints...but had not undertaken an investigation which identified any actions which could be implemented to reduce further risk. - Published: 2024-03-22 - **care_planning** _(moderate)_ - Evidence: The care plan for 1 person whose support needs had increased did not reflect their new care needs...food intake was not recorded or monitored. - Published: 2024-03-22 - **person_centred_care** _(moderate)_ - Evidence: Care plans were not accessible for people...the format was more designed for providing staff with information and not the person receiving the support. - Published: 2024-03-22 - **infection_control** _(critical)_ - Evidence: 2 other staff members could not explain how they managed infection control...the provider did not have processes in place to ensure that infection control procedures were always followed. - Published: 2024-03-22 - **care_planning** _(critical)_ - Evidence: The provider had not developed personal emergency evacuation plans (PEEPS) for people who were being supported. - Published: 2024-03-22 - **care_planning** _(critical)_ - Evidence: Risk management plans...did not always identify guidance for all risks related to people's care or provide enough information for staff on how to mitigate the risks. - Published: 2024-03-22 ### responsive - Finding - Supporting people to develop and maintain relationships; support to follow interests and culturally relevant activities - Published: 2024-03-22 - Finding - Improving care quality in response to complaints or concerns - Published: 2024-03-22 - Finding - Planning personalised care to ensure people have choice and control; Meeting people's communication needs - Published: 2024-03-22 ### safe - Finding - Staffing and recruitment - Published: 2024-03-22 - Finding - Preventing and controlling infection - Published: 2024-03-22 - Finding - Using medicines safely - Published: 2024-03-22 - Finding - Assessing risk, safety monitoring and management - Published: 2024-03-22 - Finding - Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrong - Published: 2024-03-22 ### well_led - Finding - Working in partnership with others - Published: 2024-03-22 - Finding - How the provider understands and acts on the duty of candour - Published: 2024-03-22 - Finding - Engaging and involving people using the service, the public and staff - Published: 2024-03-22 - Finding - Continuous learning and improving care; quality performance, risks and regulatory requirements - Published: 2024-03-22 ## 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/1-2851013974 HomeCare Compass is an independent guide and is not affiliated with the CQC.