# Hearten UK Ltd

Hearten UK Ltd is a CQC-regulated home-care agency in Reading.

## CQC Ratings

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

Rating published: 06/10/2022

## Practical info

- Postcode: RG5 4DH
- Registered manager: Ondieki, Thomas
- Local authority: Wokingham
- Region: South East
- City: Reading
- Last CQC check: 06/Oct/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-11-08
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-11-08
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-11-08

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2022-11-08
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-11-08
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-11-08
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-11-08
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-11-08

### Other

- Finding
  - Evidence: Registered manager demonstrated understanding of duty of candour and promoted a culture of reflective practice.
  - Published: 2022-11-08
- Finding
  - Evidence: Clear complaints policy in place; relatives felt comfortable raising concerns with the registered manager.
  - Published: 2022-11-08
- Finding
  - Evidence: Care plans contained detailed information about dietary needs, communication preferences, life histories and routines.
  - Published: 2022-11-08
- Finding
  - Evidence: Staff worked effectively with external professionals including GPs, nurses, social workers and behavioural specialists.
  - Published: 2022-11-08
- Finding
  - Evidence: People's relatives expressed very high satisfaction with care quality, describing staff as 'like an extension of our family'.
  - Published: 2022-11-08
- Finding
  - Evidence: Consistent staffing with small allocated teams and key workers promoting person-centred, individualised support.
  - Published: 2022-11-08
- Finding
  - Evidence: Staff had undergone thorough recruitment processes including DBS checks, proof of identity and full employment history.
  - Published: 2022-11-08

### responsive

- Finding
  - End of life care and support
  - Published: 2022-11-08
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-11-08
- Finding
  - Meeting people's communication needs
  - Published: 2022-11-08
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-11-08

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-11-08
- Finding
  - Preventing and controlling infection
  - Published: 2022-11-08
- Finding
  - Staffing and recruitment
  - Published: 2022-11-08
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-11-08
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-11-08
- Finding
  - Using medicines safely
  - Published: 2022-11-08

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-11-08
- Finding
  - Continuous learning and improving care
  - Published: 2022-11-08
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2022-11-08
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-11-08
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-11-08

## 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/1-9779897537

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