Background to this inspection
Updated
3 April 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
At the time of the inspection, the service did not have a manager registered with the Care Quality Commission. However, a manager was in post and had started the process of becoming the registered manager of the service. This means that once registered, they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection. This was because it is a domiciliary care service and we needed to be sure that the manager would be in the office to support the inspection.
Inspection activity started on 3 March 2020 and ended on 6 March 2020. We visited the office location on 3 March 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection, including notifications. Notifications are information about specific important events the service is legally required to send to us. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with the manager, the senior care staff member, the care co-ordinator and reviewed a range of records. This included five people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. We also viewed a variety of records relating to the management of the service, including accidents and incidents, quality surveys and procedures.
After the inspection
We spoke with eight people and four relatives of people using the service. We received feedback from one health professional involved with the service and spoke with eight members of care staff.
Updated
3 April 2020
About the service
Helping Hands Allcare Limited is a domiciliary care agency providing care and support to people living in their own homes who have a range of needs. CQC only inspects where people receive personal care. Not everyone who used the service received personal care. This is help with tasks related to personal hygiene and earing. Where they do, we also consider any wider social care provided. At the time of the inspection 79 people were receiving personal care.
People’s experience of using this service and what we found
People were happy with the care they received and felt the service was run well.
A clear management structure was in place, however we identified that quality assurance systems were not always robust in monitoring and recording the quality of the service.
We have made a recommendation about reviewing quality assurance checks in place.
Feedback about the service was sought from people, their relatives and staff.
Appropriate safeguarding procedures protected people from the risk of abuse. There were enough staff to meet people's needs and they had been recruited safely.
Individual and environmental risks were managed appropriately. People received their medicines safely and as prescribed.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. Staff sought people's consent and supported people to make choices about their care.
Staff received appropriate training and support to enable them to carry out their role effectively.
Staff treated people with kindness and compassion. Staff had developed positive relationships with people and their relatives and knew what was important to them.
People were treated with respect and dignity. Staff encouraged people to remain as independent as possible in their daily routines.
People received individualised care which met their needs and preferences. Care plans were clear, detailed and guided staff on the most appropriate way to support people. The provider was reviewing people’s care plans to include more information about their life histories and interests.
A complaints procedure was in place, which ensured concerns were investigated and acted upon appropriately. Where required, arrangements were in place to support people in a dignified manner at the end of their life.
Rating at last inspection
The last rating for this service was Good (published 13 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.