# Big Hearts Recruitment Ltd

Big Hearts Recruitment Ltd is a CQC-regulated home-care agency in Andover.

## CQC Ratings

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

Rating published: 16/05/2023

## Practical info

- Postcode: SP10 3FG
- Registered manager: Phillips, Elizabeth
- Local authority: Hampshire
- Region: South East
- City: Andover
- Last CQC check: 16/May/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-06-14
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-06-14
- Finding
  - Ensuring people are well treated and supported, respecting equality and diversity
  - Published: 2023-06-14

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-06-14
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-06-14
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-06-14
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-06-14
- Finding
  - Assessing people's needs and choices, delivering care in line with standards, guidance and the law
  - Published: 2023-06-14

### Other

- Finding
  - Evidence: End of life care training was being delivered by a palliative care consultant on the day of inspection.
  - Published: 2023-06-14
- Finding
  - Evidence: The registered manager engaged with local forums and worked in partnership with healthcare professionals including GPs, community nurses and occupational therapists.
  - Published: 2023-06-14
- Finding
  - Evidence: Staff used PPE effectively and had undertaken infection control training with spot checks to identify shortfalls.
  - Published: 2023-06-14
- Finding
  - Evidence: The registered manager demonstrated duty of candour, investigating shortfalls, apologising, and taking remedial action.
  - Published: 2023-06-14
- Finding
  - Evidence: The registered manager instilled a positive work culture where staff felt valued and listened to.
  - Published: 2023-06-14
- Finding
  - Evidence: The service had a culturally diverse workforce and rotas were adapted to respect staff faith practices.
  - Published: 2023-06-14
- Finding
  - Evidence: People's overall experience of care workers was positive, with comments including 'They are kind and respectful' and 'They are unfailingly kind'.
  - Published: 2023-06-14
- Finding
  - Evidence: Staff received a structured induction, shadowing period, and told inspectors training equipped them with the skills they needed.
  - Published: 2023-06-14

### responsive

- Finding
  - End of life care and support
  - Published: 2023-06-14
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-06-14
- Finding
  - Meeting people's communication needs
  - Published: 2023-06-14
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-06-14

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-06-14
- Finding
  - Preventing and controlling infection
  - Published: 2023-06-14
- Finding
  - Staffing and recruitment
  - Published: 2023-06-14
- Finding
  - Using medicines safely
  - Published: 2023-06-14
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-06-14

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-06-14
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-06-14
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-06-14
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-06-14
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-06-14

## 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/1-7223261030

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