Care provider rated as inadequate by watchdog

Hearts of Care head office is based at a business park on the outskirts of Ipswich

A care provider that looks after people with dementia, mental health conditions and physical disabilities has been rated inadequate by a health watchdog.

Hearts of Care Agency, based in Ipswich, Suffolk, was placed into special measures by the Care Quality Commission (CQC).

The CQC said the firm, which provides cares for 16 people in their own home, was inadequate for being safe, effective, responsive and well-led.

Hearts of Care Agency said it was "disappointed" by the CQC's rating but would "learn from our mistakes".

The firm being placed in special measures means the business will be closely monitored and a timeframe has been set out for improvements to be made, the CQC said.

A report, which was published by the watchdog, stated that a condition was placed on Hearts of Care Agency when it registered with the CQC to not provide services for autistic adults or adults with a learning disability.

Inspectors, however, found that these services were being carried out.

The CQC inspection, which was carried out in May, also found that the firm was supporting children and younger adults with personal care when it was not registered to do so.

Poor leadership

Hazel Roberts, the CQC deputy director of operations in the East of England, said: "When we inspected the Hearts of Care Agency, we were concerned to find the service wasn't always meeting people's needs safely, because leaders weren't managing the service well.

"Leaders had not registered with CQC to care for children, young people, autistic people, or people with a learning disability, but were providing care to them anyways.

"We were deeply concerned to find staff didn't always understand how best to support their individual needs or respect their rights."

Mark Elvidge, the director of Hearts of Care Agency, said: "Following our recent assessment Hearts of Care Agency are extremely disappointed with our rating of inadequate.

"We have happy clients and happy staff and view this rating as harsh and unfair.

"However, we will not be complacent about our failings. As a director, I take full responsibility, but I can assure our clients, staff, and public we will learn from our mistakes and shortcomings."

He said the firm has a plan in place to make improvements before the next inspection in August.