Hearten UK Ltd

Requires improvementRated 10 Jun 2022Home care · Reading

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Requires improvement

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

30 findings

Note8 Nov 2022
Respecting and promoting people's privacy, dignity and independence
Note8 Nov 2022
Supporting people to express their views and be involved in making decisions about their care
Note8 Nov 2022
Ensuring people are well treated and supported; respecting equality and diversity

Note8 Nov 2022
Staff working with other agencies to provide consistent, effective, timely care
Note8 Nov 2022
Supporting people to eat and drink enough to maintain a balanced diet
Note8 Nov 2022
Staff support: induction, training, skills and experience
Note8 Nov 2022
Assessing people's needs and choices; delivering care in line with standards, guidance and the law
Note8 Nov 2022
Ensuring consent to care and treatment in line with law and guidance

Note8 Nov 2022
Registered manager demonstrated understanding of duty of candour and promoted a culture of reflective practice.
Note8 Nov 2022
Clear complaints policy in place; relatives felt comfortable raising concerns with the registered manager.
Note8 Nov 2022
Care plans contained detailed information about dietary needs, communication preferences, life histories and routines.
Note8 Nov 2022
Staff worked effectively with external professionals including GPs, nurses, social workers and behavioural specialists.
Note8 Nov 2022
People's relatives expressed very high satisfaction with care quality, describing staff as 'like an extension of our family'.
Note

Note8 Nov 2022
End of life care and support
Note8 Nov 2022
Improving care quality in response to complaints or concerns
Note8 Nov 2022
Meeting people's communication needs
Note8 Nov 2022
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note8 Nov 2022
Working in partnership with others
Note8 Nov 2022
Continuous learning and improving care
Note8 Nov 2022
How the provider understands and acts on the duty of candour
Note8 Nov 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note8 Nov 2022
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements