# The Marlowes

*Operated by Glenholme Specialist Healthcare (Northern Region) Ltd.*

The Marlowes is a CQC-regulated home-care agency in Hemel Hempstead.

## CQC Ratings

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

Rating published: 28/06/2022

## Practical info

- Postcode: HP1 1GQ
- Local authority: Hertfordshire
- Region: East
- City: Hemel Hempstead
- Last CQC check: 28/Jun/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-06-28
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-06-28
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-06-28

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-06-28
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2022-06-28
- Finding
  - Supporting people to eat and drink enough; supporting people to access healthcare services
  - Published: 2022-06-28
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-06-28
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-06-28

### Other

- Finding
  - Evidence: Strong partnership working with health and social care professionals and independent advocates.
  - Published: 2022-06-28
- Finding
  - Evidence: Effective use of audits and governance systems with action plans driving improvement.
  - Published: 2022-06-28
- Finding
  - Evidence: Person-centred culture with people involved in planning, key worker sessions and reviewing goals.
  - Published: 2022-06-28
- Finding
  - Evidence: Regular supervisions and training; staff felt supported and able to share concerns.
  - Published: 2022-06-28
- Finding
  - Evidence: Effective infection prevention and control measures; staff observed following PPE guidance.
  - Published: 2022-06-28
- Finding
  - Evidence: Robust recruitment procedures including criminal record checks and references before staff worked with people.
  - Published: 2022-06-28
- Finding
  - Evidence: Multidisciplinary team approach to managing risks and lowering restrictions for people to enjoy their life.
  - Published: 2022-06-28
- Finding
  - Evidence: Staff showed kindness and compassion; people trusted and approached staff with confidence and joy.
  - Published: 2022-06-28
- **medication_management** _(minor)_
  - Evidence: the manager identified through audits that at times best practice guidance was not followed by staff when supporting people to take their medicines.
  - Published: 2022-06-28

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-06-28
- Finding
  - Meeting people's communication needs
  - Published: 2022-06-28
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-06-28

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2022-06-28
- Finding
  - Using medicines safely
  - Published: 2022-06-28
- Finding
  - Staffing and recruitment
  - Published: 2022-06-28
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-28
- Finding
  - Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrong
  - Published: 2022-06-28

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-06-28
- Finding
  - Managers and staff being clear about their roles; engaging and involving people, public and staff
  - Published: 2022-06-28
- Finding
  - Duty of candour; continuous learning and improving care
  - Published: 2022-06-28
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-06-28

## 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/1-9140099902

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