# Third Hand Care

*Operated by Third Hand Healthcare Ltd.*

Third Hand Care is a CQC-regulated home-care agency in Farnham.

## CQC Ratings

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

Rating published: 09/12/2025

## Practical info

- Postcode: GU9 8HT
- Registered manager: Appleyard, Melinda
- Local authority: Surrey
- Region: South East
- City: Farnham
- Last CQC check: 09/Dec/2025 - 00:00

## Inspection findings

### caring

- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-10-30
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-10-30

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2021-10-30
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2021-10-30
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-10-30
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-10-30
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Staff felt supported and able to raise concerns with management.
  - Published: 2021-10-30
- Finding
  - Evidence: A business continuity plan was in place to ensure people continued to receive safe care in emergencies.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff respected people's dignity during personal care.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff supported and encouraged people to be independent where possible.
  - Published: 2021-10-30
- Finding
  - Evidence: There were a sufficient number of staff to meet people's needs and no missed care calls were reported.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff were described as kind and caring by people and relatives, with one person stating 'They are very cheerful, we get on perfectly well. They are very caring.'
  - Published: 2021-10-30
- **infection_control** _(minor)_
  - Evidence: Infection control practices were not checked by the nominated individual to ensure that they were safe. Spot checks had not been recorded.
  - Published: 2021-10-30
- **end_of_life_care** _(minor)_
  - Evidence: People's end of life wishes had not been discussed or recorded. 'We haven't really approached end of life care plans. There was no reason to as such.'
  - Published: 2021-10-30
- **leadership** _(critical)_
  - Evidence: It was unclear when the registered manager would be returning to the service, and the nominated individual had not made us aware of notifiable incidents in line with their regulatory requirement.
  - Published: 2021-10-30
- **person_centred_care** _(moderate)_
  - Evidence: People and relatives told us they were not involved in decisions around their care. Other people's care plans did not contain any personalised information at all.
  - Published: 2021-10-30

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30
- Finding
  - End of life care and support
  - Published: 2021-10-30
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-10-30

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2021-10-30
- Finding
  - Staffing and recruitment
  - Published: 2021-10-30
- Finding
  - Learning lessons when things go wrong
  - Published: 2021-10-30
- Finding
  - Using medicines safely
  - Published: 2021-10-30
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2021-10-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-10-30

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2021-10-30
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30

## 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/1-5270342065

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