Hearts of Care Agency improves leaving CQC special measures

Hearts of Care Agency, which provides personal care to people in their own homes, was inspected by the Care Quality Commission (CQC) between August 6 and September 14.

The listed offices for Hearts of Care Agency (Image: Google)

The service has now been rated Good overall, having previously been rated Inadequate and placed in special measures.

It comes after the CQC served Hearts Of Care Agency Limited with a warning notice on June 16, 2025, for failing to implement good governance.

At the time of the latest inspection, one person was receiving regulated personal care through scheduled home visits.

Inspectors said the person received "safe, reliable care" from compassionate staff who respected their dignity, promoted their independence and supported them to make decisions.

The person told the watchdog they felt safe and well cared for, with staff arriving on time, staying for the full duration of visits and not rushing their care.

Inspectors also found risk assessments addressed the person's mobility and health needs, while staff received induction, ongoing training and supervision.

However, the watchdog said further improvement was needed in the Well-led area, with management oversight and governance remaining "underdeveloped".

The CQC said variations in management knowledge and the absence of a registered manager continued to present risks.

Inspectors also found the provider remained heavily reliant on external consultants, while differing levels of knowledge and experience among internal managers had resulted in unclear responsibility, accountability and oversight.

Despite those concerns, the person receiving care raised no concerns and said they were confident the management team would address any issues.

Hearts of Care Agency has been approached for comment.