We carried out a review of the data available to us about Hands Care Agency on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Hands Care Agency, you can give feedback on this service.
The service provided personal care and support for people with a range of people who live in their own homes. At the time of our inspection 68 people received support from the service.
People’s experience of using this service:
People supported by Hands Care Agency told us they were treated with respect, dignity and by caring staff. One person commented, “They treat me so well and always have done since we started to use Hands Care.”
People’s care and support needs had been planned and in partnership with them. People felt consulted and listened to about how their care would be delivered in their home.
We found by talking with staff and people who used the service staffing levels matched each person’s requirements to maintain continuity of care.
Care plan information focused on a person-centred method of supporting people.
Staff responsible for assisting people with their medicines had received training to ensure they had the competency and skills required. In house training staff ensured people were competent to administer medicines safely.
People received personalised care that was responsive to their needs and preferences. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.
Risk assessments had been developed to minimise the potential risk of harm to people. These had been kept under review and were relevant to the care provided.
The service worked in partnership with other organisations to ensure they followed good practice and people in their care were safe.
The management team used a variety of methods to assess and monitor the quality of the service. This enabled Hands Care Agency to be monitored and improve systems and processes that were identified through their quality monitoring programme.
Rating at last inspection: Good (14 May 2016)
Why we inspected: This was a planned inspection based on the rating at the last inspection.
Follow up: The next scheduled inspection will be in keeping with the overall rating. We will continue to monitor information we receive from and about the service. We may inspect sooner if we receive concerning information about the service.
For more details please see the full report which is on the CQC website at www.cqc.org.uk
We gave the provider 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their homes and or the family home; we needed to be sure that someone would be available at the office.
The provider registered this service with us to provide personal care and support for people with a range of varying needs including dementia, who live in their own homes. At the time of our inspection 57 people received support with personal care.
There was a registered manager for this service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Staff we spoke with recognised the different types of abuse. There were systems in place to guide staff in reporting any concerns. Staff were knowledgeable about how to manage people’s individual risks, and were able to respond to peoples’ needs. People always received support from staff they knew, and we confident with. People were supported to receive their medicines by staff that were trained and knew about the risks associated with them.
Staff had up to date knowledge and training to support people. Staff always ensured people gave their consent to the support they received. The management team regularly reviewed how people were supported to make decisions. There were no applications to the court of protection to deprive people of their liberty.
People were supported to eat and drink well, when identified as part of their care planning. Relatives told us they were involved in the support for their family member. People and their relatives told us staff would access health professionals as soon as they were needed. We saw there was effective communication with people, staff and health care professionals.
People told us staff were caring and treated them with dignity and respect. Staff really knew people well, and took people’s preferences into account and respected them. The management team were adaptable to changes in peoples’ needs and communicated changes to staff effectively.
People and their relatives knew how to raise complaints and the management team had arrangements in place to ensure people were listened to and appropriate action taken. Staff were involved in regular meetings, training and one to one’s to share their views and concerns about the quality of the service. People and staff said the management team were accessible and supportive to them.
People said they were well supported by the staff and the management team. The management team monitored the quality of the service in an inclusive way. The management team ensured there was an open culture for people using the service and staff. The management team had systems in place to identify improvements and action them in a timely way.