17 August 2023
During an inspection looking at part of the service
Caring Hands East London Ltd is a domiciliary care agency providing personal care to adults in their own homes. The service provides support to people living with a range of needs including people living with dementia, an eating disorder, a physical disability or a sensory impairment. At the time of this inspection, the service was providing personal care to 87 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People's experience of using this service and what we found
People and their relatives were satisfied with the care provided by Caring Hands East London Ltd. People were involved in making decisions about their care. There were systems in place to help safeguard people from the risk of abuse. Risks to people were assessed and monitored. Recruitment processes were robust and there were enough staff working at the service. The service had permanent staff and used trained bank staff when additional staff was required. Medicines were managed safely. Staff were provided with personal protective equipment (PPE) and received training to help protect people from the risk of cross infection.
There were systems in place to ensure lessons were learned and shared with staff when things went wrong. People's needs were assessed before they began using the service so the provider knew they could meet their needs. Staff received inductions and shadowed experienced staff members before they began supporting people, so they knew what to do when they started working with people.
People's communication needs were met. People were supported with activities to avoid them feeling isolated. There were systems in place to investigate complaints and make improvements to the service. Systems to monitor the quality and safety of the service were in place. Staff reported having a positive relationship with the provider and felt communication was effective.
Quality monitoring systems allowed for the effective monitoring of the service by the provider. People and staff were pleased with how the service was managed. The management team was open to change and improvement and wanted what was best for people. The nominated individual and the deputy manager knew about their duty of care and regulatory requirements. People were able to engage with the service and provide feedback about the care. Staff could provide input into the service through meetings and supervision.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 3 August 2021)
Why we inspected
This inspection was prompted by a review of the information we held about this service. We undertook a focused inspection to review the key questions of safe, responsive and well-led only for those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.