Heart Of Hope Care Ltd – Cumberland

“Heart of Hope Care Ltd – Cumberland provides personal care and support to people under 2 Assessment Service Groups (ASGs), these include homecare and supported living services. Under CQC’s new methodology, these 2 areas are reported separately. This report is in respect of the homecare service and considers only those people who receive personal care.”

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“This was the first inspection of this service since registration.”

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“At the time of the inspection, 11 people were receiving personal care in their own homes including older adults and people with physical health needs.”

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“We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.”

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“At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to the principles and values of ‘Right support, right care, right culture’.”

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“People were safe and protected from avoidable harm. Staff were trained and competent, staff allocation was well managed to meet people’s needs and there were no missed calls logged. Medicines were managed safely although there were some issues in administration recording which were being followed up by the registered manager. Where incidents occurred, these were investigated and learning shared.”

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“Staff engaged with people to fully assess their care and support needs, consider risks and develop care plans to meet their goals and objectives. People commented on variability with nutritional support and meal preparation. There was evidence of staff seeking consent prior to care interactions and involvement of people, relatives and healthcare professionals to deliver person-centred care and good outcomes.”

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“Staff supported people with kindness and dignity. Staff encouraged people to maintain their independence and engage in things of interest. People’s personal routines and preferences were respected. Staff felt supported in their roles and able to seek help and guidance from senior colleagues when required.”

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“The service demonstrated a person-centred approach by supporting people with their individual care package. People had an individual person-centred electronic care plan and there was evidence of review, involvement and feedback from people. Staff ensured people could access care, support and treatment they needed through established professional relationships, referral pathways and engagement with healthcare colleagues. The service had information in accessible formats such as large font and easy read documents to address potential inequalities, inform people and assist understanding.”

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“There was a positive and inclusive culture supported by managers who cared about the service they provided to people and their staff. Staff were in regular contact with managers providing opportunity to discuss matters of interest and concern. Staff were comfortable speaking up and there was a real desire to learn. While a formal governance framework was still being developed, managers demonstrated a clear commitment to develop their services, learn from all aspects of their business and to drive improvements for people.”

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