Archived: Safehands Support Limited

We also telephoned thirteen care staff employed by Safehands Support Limited to ask them about their experiences of working for the agency. We were able to speak with five staff. We also spoke with a further three staff in person at the agencies office.

In addition to speaking with people who used the service and/or their representatives, staff and the registered manager, we also reviewed a range of relevant documentation.

We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask: Is the service safe, effective, caring, responsive and well led?

Below is a summary of what we found.

Is the service safe?

People were protected from the risk of infection because appropriate guidance had been followed. When we spoke with people who used the service and their representatives they all said staff wore their gloves when providing personal care. Staff were provided with a uniform with short sleeves to minimise the spread of infection and staff were aware to have long hair tied back and not to wear jewellery, only wedding rings.

People had equipment to meet their needs. People told us their equipment was regularly serviced to check its safety and suitability, but this was not evidenced in the service's records of that equipment. Staff told us they were aware of equipment people needed and that they had received appropriate training to ensure people were moved safely and in accordance with the equipment being used.

When we spoke with people or their representatives the majority of them told us they received a regular group of care staff, who came at the same time and stayed for the time they had been assessed as needing. Staff confirmed this and that they had received an induction and appropriate training for their role.

Is the service effective?

We found people's needs were assessed and care and treatment was planned and delivered in line with their individual care plan.

In the main, staff had regular rotas that they followed to enable continuity of care and ensure they knew people well.

Is the service caring?

We spoke with eight people who used the service or their representatives. In the main, they made positive comments about the staff and were happy with the quality of care that they had received from Safehands Support Limited. Most of the people and the representatives we spoke with confirmed that staff generally arrived on time, stayed for their allocated time, never missed a visit and they had regular care workers. Their comments included: 'my opinion is they're quite good. The only problem is I don't always know who's going to come. I did emphasis though what I wanted when they came to see me and brought a new folder telling me what they've to do. We have a good rapport with staff'; 'I'm satisfied. They carried out an assessment and I've got a care plan that includes the times and the tasks for staff to follow. I'm happy with what they do. I get the same group of staff and there's never anyone who comes that I don't know. If a new member of staff comes they always come with an experienced one. They generally come on time and stay their time and they've only missed once, because of the weather', 'it's not too bad. There's been one or two slips, but mum's quite happy. It seems to be the same staff and anyone new, they introduce. They more or less come at the same time and one day when they were late they left a note apologising. There's information in a file about what they do for mum', 'overall it's fine, but not excellent. They do the things I need and we get on very well. It's the time that changes and they sometimes only stay ten minutes, instead of fifteen. The service is good with advice and are quite helpful. You can always get hold of staff at any time. Another good thing is that it's never a stranger coming, new staff are always introduced by other staff', 'the women [staff] do their best, but [relative] is not the easiest person to get on with or care for. They keep me up to date with what's happening and I can't complain about what they do. It's the same staff that visit and they come on time and stay their time. It's difficult to rate them, but what I would say is they're professional', 'it's generally very good. They could improve by having set times for staff to come, as staff do come at a time to start with and then it gradually starts to change to suit. They stay their time though. There has been a high turnover of staff, but at the minute it's a good bunch and generally I have three regular carers. Staff know what they're doing and I've no problems', 'I've received a service from Safehands for a while. I'm satisfied, they're pretty good. There have been problems recently as there's been quite a few new staff, but they're always introduced. I have a care plan that I was involved in originally. Sometimes staff would go before their time, but I didn't mind if things were done. The care staff are ok. Most of the carers are very caring, good carers' and 'it's ok. I was involved in the decision to use Safehands. I've got a care plan and if anything alters they tell me. [Person using service] seems quite happy, because they've [staff] built their confidence up. I've no issues. They're [staff] really good with her. At one time they were always changing staff, but it's stable now. The staff are more in her age group and she sees them as friends. They come when they're supposed to and stay their time'.

Is the service responsive?

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Care plans and risk assessments were available in people's homes for staff to follow.

A complaints procedure was in place so people could voice any concerns. All of the people spoken with said they had no worries or concerns about the agency, but they could talk to staff if they had any.

Is the service well-led?

The manager of the service was registered with the CQC which is a requirement of the service's registration. When we spoke with staff they felt supported by the manager.

The service had quality checking systems in place to identify, assess and manage risks to assure the service that a quality service was being provided and any risks minimised with appropriate action plans.

If you want to see the evidence supporting our summary please read the full report.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. People who used the service told us that they were happy with the care and support they received at Safehands Support Limited. One person told us 'Yes I am (happy with the care). They [care workers] are very good . They are always cheerful and talk . They do all the care tasks. Pretty much on time, no complaints as yet.'

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

The provider had an effective system to regularly assess and monitor the quality of service that people receive.