# Heritage Staffing Services

*Operated by Heritage Staffing Services Limited.*

Heritage Staffing Services 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: 02/03/2023

## Practical info

- Postcode: CM18 6NS
- Registered manager: Onyechere, Elizabeth
- Local authority: Essex
- Region: East
- City: Harlow
- Last CQC check: 02/Mar/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Team meetings were used well to improve care and discuss concerns openly.
  - Published: 2023-03-02
- Finding
  - Evidence: People and families were involved in initial assessments and subsequent reviews.
  - Published: 2023-03-02
- Finding
  - Evidence: Staff used PPE effectively, minimising the risk of COVID-19 transmission.
  - Published: 2023-03-02
- Finding
  - Evidence: Positive feedback received about consistent named care staff who provided compassionate, person-centred care.
  - Published: 2023-03-02
- Finding
  - Evidence: The service worked within the principles of the Mental Capacity Act and staff demonstrated good understanding of capacity.
  - Published: 2023-03-02
- Finding
  - Evidence: The registered manager had taken action to safeguard people when concerns were raised and increased unannounced spot checks.
  - Published: 2023-03-02
- Finding
  - Evidence: Staff had the skills to meet people's needs and families confirmed staff competency with tasks.
  - Published: 2023-03-02
- Finding
  - Evidence: Staff were recruited safely with appropriate DBS checks carried out.
  - Published: 2023-03-02
- **infection_control** _(minor)_
  - Evidence: We had feedback from relatives that some staff were not cleaning as required. This increased the risk of infection.
  - Published: 2023-03-02
- **communication_with_families** _(moderate)_
  - Evidence: [Person] has a health need which started about 2 months ago, not one of the carers told me about it and they didn't alert the District Nurse either.
  - Published: 2023-03-02
- **person_centred_care** _(moderate)_
  - Evidence: Care was not always holistic and person-centred. A common theme from feedback we received was care provided by some staff was task focused.
  - Published: 2023-03-02
- **care_planning** _(moderate)_
  - Evidence: The local authority had highlighted in an audit in 2021 the concerns we found during our current inspection with medicine care plans and the monitoring of visit times.
  - Published: 2023-03-02
- **medication_management** _(moderate)_
  - Evidence: Not everyone had a clear care plan outlining what support they needed to take their medicines or who was responsible for ordering medicines.
  - Published: 2023-03-02
- **safeguarding** _(critical)_
  - Evidence: The local authority told us the recent safeguarding alerts by partner agencies, rather than the service.
  - Published: 2023-03-02
- **incident_learning** _(critical)_
  - Evidence: The registered manager did not always notify CQC, as required. They had notified us when people had died but not after key safeguarding concerns.
  - Published: 2023-03-02
- **governance** _(critical)_
  - Evidence: The provider had not ensured effective processes were in place to assess, monitor and improve the quality and safety of the service. Breach of Regulation 17 (Good governance).
  - Published: 2023-03-02

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-03-02
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-03-02
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-02
- Finding
  - Using medicines safely
  - Published: 2023-03-02
- Finding
  - Staffing and recruitment
  - Published: 2023-03-02

### well_led

- Finding
  - Working in partnership with others; Engaging and involving people using the service
  - Published: 2023-03-02
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-03-02
- Finding
  - Continuous learning and improving care
  - Published: 2023-03-02
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; duty of candour
  - Published: 2023-03-02

## 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/1-3304439745

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