# Care Hearted West Midlands

*Operated by Care Hearted Limited.*

Care Hearted West Midlands is a CQC-regulated home-care agency in Coventry.

## 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: 24/11/2021

## Practical info

- Postcode: CV1 2UR
- Registered manager: Enigbonjaiye, Terry
- Local authority: Coventry
- Region: West Midlands
- City: Coventry
- Last CQC check: 24/Nov/2021 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-01-21
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-01-21

### effective

- Finding
  - Supporting people to eat and drink enough; access healthcare; working with other agencies
  - Published: 2022-01-21
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-01-21
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-01-21
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-01-21

### Other

- Finding
  - Evidence: Service worked in partnership with other professionals such as occupational therapists and district nurses.
  - Published: 2022-01-21
- Finding
  - Evidence: Management team was open and honest, welcomed inspection and took prompt corrective action.
  - Published: 2022-01-21
- Finding
  - Evidence: Staff felt supported, enjoyed their jobs and found managers approachable.
  - Published: 2022-01-21
- Finding
  - Evidence: Staff were kind, caring and respected people's privacy, dignity and independence.
  - Published: 2022-01-21
- Finding
  - Evidence: People received care from a small number of consistent staff who they knew and trusted.
  - Published: 2022-01-21
- Finding
  - Evidence: Staff were recruited safely following safe recruitment procedures.
  - Published: 2022-01-21
- Finding
  - Evidence: People felt safe with their care workers and safeguarding procedures protected people from harm.
  - Published: 2022-01-21
- **leadership** _(moderate)_
  - Evidence: The service did not have a manager registered with the Care Quality Commission in line with the requirements of the provider's registration.
  - Published: 2022-01-21
- **cultural_competency** _(minor)_
  - Evidence: assessments needed to be further developed to ensure protected characteristics under the Equality Act 2010 including people's cultural needs were fully considered.
  - Published: 2022-01-21
- **communication_with_families** _(minor)_
  - Evidence: People's communication needs, and preferences were not always assessed or documented to help staff communicate with people well.
  - Published: 2022-01-21
- **missed_or_late_visits** _(minor)_
  - Evidence: It was a bit chaotic with timings over the summer, staff did turn up but not always on time. I think they [staff] had too many people to look after.
  - Published: 2022-01-21

### responsive

- Finding
  - End of life care and support
  - Published: 2022-01-21
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-01-21
- Finding
  - Meeting people's communication needs
  - Published: 2022-01-21
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2022-01-21

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-01-21
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-01-21
- Finding
  - Staffing and recruitment
  - Published: 2022-01-21
- Finding
  - Preventing and controlling infection
  - Published: 2022-01-21
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-01-21
- Finding
  - Using medicines safely
  - Published: 2022-01-21

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-01-21
- Finding
  - Promoting a positive culture; engaging and involving people, public and staff
  - Published: 2022-01-21
- Finding
  - Managers and staff being clear about their roles; quality, risks and regulatory requirements; duty of candour
  - Published: 2022-01-21

## 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/1-9822837453

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