# Heart to Heart Home Care Agency

*Operated by Heart to Heart Home Care Agency Ltd.*

Heart to Heart Home Care Agency is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

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

Rating published: 26/02/2019

## Practical info

- Postcode: NR10 4RA
- Registered manager: Woodrow, Carolyn
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 26/Feb/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting choice and independence
  - Published: 2020-01-29
- Finding
  - Kindness, dignity and respect
  - Published: 2020-01-29

### effective

- Finding
  - Mental Capacity Act / consent
  - Published: 2020-01-29
- Finding
  - Healthcare professional liaison
  - Published: 2020-01-29
- Finding
  - Nutrition and hydration support
  - Published: 2020-01-29
- Finding
  - Competence assessments and observations
  - Published: 2020-01-29
- Finding
  - Staff training and supervision
  - Published: 2020-01-29
- Finding
  - Needs assessment
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: The service worked collaboratively with healthcare professionals and external agencies.
  - Published: 2020-01-29
- Finding
  - Evidence: Open and inclusive management culture; staff felt valued and able to raise concerns without fear.
  - Published: 2020-01-29
- Finding
  - Evidence: Incidents were logged, analysed for trends and lessons shared with staff at team meetings.
  - Published: 2020-01-29
- Finding
  - Evidence: Good infection control practice with appropriate use of personal protective equipment.
  - Published: 2020-01-29
- Finding
  - Evidence: The service had effective contingency plans for adverse events such as bad weather.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular supervision every three months with structured, documented meetings.
  - Published: 2020-01-29
- Finding
  - Evidence: People were treated with kindness, dignity and respect; care was personalised and person-centred.
  - Published: 2020-01-29

### responsive

- Finding
  - End of life care planning
  - Published: 2020-01-29
- Finding
  - Complaints handling
  - Published: 2020-01-29
- Finding
  - Person-centred care planning
  - Published: 2020-01-29

### safe

- Finding
  - Incident management and learning
  - Published: 2020-01-29
- Finding
  - Infection control
  - Published: 2020-01-29
- Finding
  - Staff recruitment
  - Published: 2020-01-29
- Finding
  - Staffing levels and visit coverage
  - Published: 2020-01-29
- Finding
  - Safeguarding
  - Published: 2020-01-29
- Finding
  - Risk assessment and care records
  - Published: 2020-01-29
- Finding
  - Medicine administration and recording
  - Published: 2020-01-29

### well_led

- Finding
  - Partnership and collaborative working
  - Published: 2020-01-29
- Finding
  - Formal feedback systems
  - Published: 2020-01-29
- Finding
  - Care file content and record keeping
  - Published: 2020-01-29
- Finding
  - Governance and quality auditing
  - Published: 2020-01-29
- Finding
  - Leadership culture and staff support
  - Published: 2020-01-29

## 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/1-3126963560

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