# Care Is Where The Heart Is Ltd

Care Is Where The Heart Is Ltd is a CQC-regulated home-care agency in Halesowen.

## CQC Ratings

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

Rating published: 25/06/2021

## Practical info

- Postcode: WV11 3DT
- Registered manager: Ogbonna, Joy
- Local authority: Wolverhampton
- Region: West Midlands
- City: Halesowen
- Last CQC check: 01/Oct/2022 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-10-11
- Finding
  - Staff working with other agencies; supporting people to access healthcare
  - Published: 2022-10-11
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-10-11
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-10-11
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-10-11

### Other

- Finding
  - Evidence: Some relatives reported timely referrals to health services were made
  - Published: 2022-10-11
- Finding
  - Evidence: One healthcare professional said the provider was responsive and acted on guidance given
  - Published: 2022-10-11
- Finding
  - Evidence: People and relatives told inspectors they felt safe and that staff wore correct PPE
  - Published: 2022-10-11
- Finding
  - Evidence: Staff reported feeling supported by the provider and management team
  - Published: 2022-10-11
- **record_keeping** _(moderate)_
  - Evidence: Some staff we spoke with were not aware how to access people's care plans and lacked understanding of what these contained.
  - Published: 2022-10-11
- **complaints_handling** _(moderate)_
  - Evidence: I told [the provider] that I was not happy [with the care their relative was receiving]. [The provider] just said. 'If you want to complain then complain.'
  - Published: 2022-10-11
- **communication_with_families** _(moderate)_
  - Evidence: We received mixed views from relatives about the effectiveness of their communication with staff and management.
  - Published: 2022-10-11
- **leadership** _(critical)_
  - Evidence: There was no registered manager in post at the time of the inspection and no registered manager had been in place since February 2021.
  - Published: 2022-10-11
- **governance** _(critical)_
  - Evidence: The provider had failed to implement effective systems to assess, monitor and improve the service... This was the provider's fourth consecutive rating of requires improvement or inadequate
  - Published: 2022-10-11
- **person_centred_care** _(moderate)_
  - Evidence: Assessments completed for people were very basic and did not incorporate key information, such as their life history, wishes, preferences or protected characteristics
  - Published: 2022-10-11
- **consent_capacity** _(critical)_
  - Evidence: The provider was not working in line with the principles of the MCA. They were unable to evidence that people's rights under the MCA were being protected.
  - Published: 2022-10-11
- **supervision_appraisal** _(moderate)_
  - Evidence: Staff did not always receive regular supervision to monitor and reflect on their practice... There were no records of supervision in staff files.
  - Published: 2022-10-11
- **staff_training** _(critical)_
  - Evidence: We found multiple staff had gaps in their training record, including safeguarding, first aid, mental health awareness and medicines training.
  - Published: 2022-10-11
- **incident_learning** _(critical)_
  - Evidence: We were not assured the provider had consistently recorded, analysed or acted on incident and accidents to reduce harm to people.
  - Published: 2022-10-11
- **safeguarding** _(critical)_
  - Evidence: Following the inspection, we raised a safeguarding concern to the local authority for a person regarding the care they received. The provider had failed to identify or report these concerns
  - Published: 2022-10-11

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-10-11
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-10-11
- Finding
  - Preventing and controlling infection
  - Published: 2022-10-11
- Finding
  - Using medicines safely
  - Published: 2022-10-11
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-10-11
- Finding
  - Staffing and recruitment
  - Published: 2022-10-11

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-10-11
- Finding
  - Engaging and involving people, public and staff
  - Published: 2022-10-11
- Finding
  - Promoting a positive, person-centred culture and duty of candour
  - Published: 2022-10-11
- Finding
  - Managers and staff understanding roles, quality, risks and regulatory requirements; continuous learning
  - Published: 2022-10-11

## 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/1-9860802502

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