We inspected Caring Heart Carers Limited on 29 June 2017. Caring Heart Carers Limited is a Domiciliary Care Agency (DCA) registered to provide personal care in people’s own homes. At the time of our visit 19 people received personal care. The agency also supported a number of people with other services that did not involve personal care such as a companionship visit or housekeeping.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe when staff supported them. Medicines were managed safely. People’s care plans outlines the risks identified and how to manage these. There were enough staff working at the service to support people and continuity of care was maintained. Staff had the awareness of how to recognise and report safeguarding concerns and how to keep people safe.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the systems in the service supported this practice.

People were supported by staff that received training relevant to their roles and were well supported. People were supported to meet their hydration and nutrition needs and access health services when needed.

People referred to staff as “born for the job” and “wonderful”. People were supported by compassionate and caring staff that were familiar with people’s needs. People’s privacy and dignity was respected and promoted. Staff promoted people’s independence and ensured people’s confidentiality.

People had been assessed to ensure the service was able to meet their needs. People’s care plans outlined their needs, wishes and preferences. People and their relatives if applicable were involved in care planning and reviews. People knew how to complain and concerns were responded to promptly. People had opportunities to provide feedback about the service and care received.

The registered manager led their team by example and promoted an open and positive culture. The mission statement of the company was to provide ‘Traditional caring in a modern way’. We found provider’s quality assurance processes required improving and embedding. Staff commented they felt supported and how much they enjoyed working as a part of the team.