CQC Registration Status: Application Pending
Hearthstone Supported Living Ltd is currently preparing its application for registration with the Care Quality Commission (CQC). Our 4-bedroom supported living house in Chelmsford has been designed from the ground up to meet and exceed CQC fundamental standards. Each resident holds their own tenancy under the Housing Act 1988, with 24/7 staff support including waking night cover, ensuring we are ready to deliver outstanding care from day one.
Quality Assurance Framework
Our comprehensive quality assurance system ensures consistent, high-quality care delivery across every aspect of our service.
Safe
People are protected from abuse, avoidable harm, and neglect. We maintain robust safeguarding, risk management, and incident reporting systems.
- ✓ Comprehensive safeguarding policy and trained designated leads
- ✓ Individual risk assessments reviewed regularly
- ✓ Incident and accident reporting with root cause analysis
- ✓ Safe medication management protocols
- ✓ DBS checks for all staff before employment
Effective
Care is delivered in line with best practice, current legislation, and evidence-based approaches that achieve positive outcomes.
- ✓ Person-centred care planning with measurable outcomes
- ✓ Staff training aligned with Skills for Care standards
- ✓ Regular supervision and appraisal programme
- ✓ Multi-disciplinary working with health professionals
- ✓ Mental Capacity Act compliance and best interest processes
Caring
People are treated with compassion, kindness, dignity, and respect. Their privacy and independence are upheld at all times.
- ✓ Values-based recruitment focusing on compassion
- ✓ Individual communication plans and preferences
- ✓ Dignity and respect embedded in all care delivery
- ✓ Advocacy support and involvement in decision-making
- ✓ Culturally sensitive and person-centred approaches
Responsive
Services are organised to meet people's individual needs. We respond to concerns quickly and learn from feedback.
- ✓ Tailored support plans reviewed monthly
- ✓ Accessible complaints and feedback processes
- ✓ Regular residents' meetings and satisfaction surveys
- ✓ Flexible support that adapts to changing needs
- ✓ Transition planning for admissions and discharges
Well-Led
Strong, transparent leadership with a clear vision, robust governance, and a culture of continuous improvement.
- ✓ Clear organisational structure and accountability
- ✓ Regular quality audits and improvement plans
- ✓ Open, transparent culture encouraging feedback
- ✓ Duty of Candour compliance
- ✓ Business continuity and contingency planning
Continuous Improvement
We never stand still. Regular audits, feedback, and professional development drive ongoing service enhancement.
- ✓ Monthly quality and compliance audits
- ✓ Annual service self-assessment
- ✓ Lessons learned from incidents and near-misses
- ✓ Benchmarking against sector best practice
- ✓ Stakeholder engagement and co-production
Our Safeguarding Commitment
Safeguarding is everyone's responsibility. We maintain a zero-tolerance approach to abuse and neglect of any kind.
Prevention
All staff are trained in safeguarding. We have designated leads, clear reporting procedures, and a culture where concerns are always taken seriously and acted upon.
Protection
We work closely with local safeguarding boards, the police, and other agencies. Whistleblowing is encouraged and protected. DBS checks are mandatory for all staff.
Partnership
We collaborate with local authorities, health teams, families, and advocates to ensure a coordinated approach to keeping people safe and well.
Over 200 Policies & Procedures
Our comprehensive operational framework covers every aspect of care delivery, governance, and compliance.
Corporate & Legal
Articles of association, governance frameworks, director responsibilities, and regulatory filings.
Regulatory Compliance
CQC registration, fundamental standards, notifications, and inspection preparation.
Policies & Procedures
Safeguarding, medication, infection control, mental capacity, DoLS, dignity, and confidentiality.
Operational
Care planning, daily operations, handovers, admissions, discharges, and service delivery.
Human Resources
Recruitment, DBS, training, supervision, disciplinary, grievance, and staff wellbeing.
Health & Safety
Fire safety, COSHH, manual handling, lone working, environmental risk assessments.
Financial
Budgets, payroll, service user finances, financial controls, and audit procedures.
Risk & Insurance
Risk registers, business continuity, insurance coverage, and contingency planning.
Information Governance
Data protection, GDPR compliance, confidentiality, records management, and subject access requests.
Making a Complaint
We welcome all feedback, including complaints. We view complaints as opportunities to improve and take every concern seriously.
Raise Your Concern
Contact us through our online complaint form, by phone, or in writing. We will acknowledge your complaint within 3 working days.
Investigation
We will investigate your concern thoroughly and fairly. You will receive a full written response within 28 days, or we will explain if more time is needed.
Resolution & Learning
We will explain our findings, apologise where appropriate, and tell you what steps we are taking. If you remain dissatisfied, you can escalate to the Local Government Ombudsman.
Questions About Our Standards?
We are transparent about our quality approach and happy to discuss our policies, procedures, and safeguarding commitments.