We carried out a review of the data available to us about Hands of Hope Health Care Limited 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 of Hope Health Care Limited, you can give feedback on this service.
Hands of Hope is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of our inspection it was supporting 12 people. The Care Quality Commission (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 told us they were safe and were protected from the risk of abuse. The service had safeguarding procedures in place that staff were well aware of. Staff received training on safeguarding people. Risk assessments and risk management strategies were in place as part of the assessment and support planning process. This meant risks to people’s safety and to staff were minimised.
There were robust recruitment practices in place and sufficient staffing levels to meet people's needs.
The registered manager told us at the time of this inspection staff did not administer medicines. People’s relatives undertook the responsibility for this. However, the registered manager said all staff received appropriate training. This together with appropriate supervision and monitoring meant if required staff had clear guidance to follow and people would receive their medicines safely.
The provider ensured that all their staff received appropriate training and support to understand and to manage COVID-19. This included best practice for infection control and the use of PPE. Staff also received appropriate guidance on how to support people with dementia to understand the pandemic and COVID-19. The provider made appropriate support services available to staff in order to support their mental wellbeing through the pandemic and if they became unwell and when they returned to work.
There were systems in place to ensure that accidents, incidents and risks were appropriately recorded and included details of preventive strategies used by the service to reduce the likelihood of events occurring in the future.
Assessments were thorough and expected outcomes were identified. Support plans were reviewed and updated as people’s needs changed. People were supported by staff who knew them well and were able to identify people’s likes and dislikes. They were supported to eat and drink according to their dietary requirements taking into consideration people’s preferences.
Staff received comprehensive training in all the necessary areas of their work. Staff had regular supervision with the registered manager, and they told us they felt supported.
People told us they were treated with dignity and respect. This was echoed by people’s relatives. They told us staff had the right skills to deliver appropriate care and support. Staff were able to communicate with people well. Information was provided in various formats where required to meet people’s communication needs.
People and their relatives were confident that any feedback whether this was positive or negative would be addressed appropriately and resolved by the registered manager. They told us the registered manager welcomed feedback and they said complaints were dealt with swiftly and professionally.
People told us they thought the service was well led and that they were very happy with the support they received.
There were effective systems in place to monitor the quality of the service provided to people which ensured good governance. Technology was used effectively by the provider to ensure people were informed promptly about potentially missed or late calls. The service had systems in place to notify the appropriate authorities where concerns were identified. The culture of the service was positive, open and person centred.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update:
The last rating for this service was good (published 19 March 2020). At this inspection we rated the service as good.
Why we inspected:
We undertook this inspection as part of a random selection of services rated good and outstanding to test the reliability of our new monitoring approach.
Follow up:
We will continue to monitor information we receive about the service using our monitoring systems and we will re-inspect when indicated.
Hands of Hope Health Care is a small domiciliary care agency. It provides personal care to people living in their own houses and flats. At the present time it provides a service for ten people. Not everyone using the service receives 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 were protected from the risk of abuse. The service had safeguarding procedures in place that staff were well aware of. Staff received training on safeguarding people.
There were robust recruitment practices in place and sufficient staff levels to meet people’s needs.
The provider had an appropriate medicines policy and procedure and all staff received appropriate training. This meant people received their medicines safely and staff had clear guidance to follow, informed by models of best practice.
Comprehensive risk assessments and risk management strategies were in place as part of the assessment and support planning process. This meant risks to people and to staff were minimised.
Accidents, incidents and risks were appropriately recorded and included details of preventive strategies used by the service to reduce the likelihood of events occurring in the future.
People's nutritional needs were met and where people required support with nutrition, care plans provided staff with guidance on people's support needs.
Services were delivered in line with the Mental Capacity Act 2005 and staff sought consent prior to providing care and offered people choices to encourage people to make their own decisions.
People were supported to have healthier lives. Staff assisted them to access health professionals when needed to ensure their health and well-being was monitored.
Staff were well trained and received appropriate support from the registered manager.
People told us they enjoyed caring relationships with the staff.
People were treated as individuals by staff committed to respecting people's individual preferences. Care plans were person centred and people were actively involved in developing their support plans.
The registered manager had systems in place to ensure concerns and complaints were responded to in an appropriate way.
The culture of the service was positive, open and person centred.
The service was well led by the registered manager who was keen to employ innovative ways of working to develop the service. There were effective systems in place to monitor the quality of the service provided to people which ensured good governance.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update:
At the last inspection this key question was not rated due to insufficient evidence to support a rating (published 19 June 2019).
Why we inspected:
This was a planned inspection in line with our inspection schedule. We found the service met the characteristics of a "Good" rating in all areas.
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.
Shilo is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the present time it provides a service for one person. Not everyone using Shilo receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
People’s experience of using this service:
People said they were happy with the service and support they received. They said, “I have no complaints at all, I am very happy with the support I get from staff.”
There were appropriate safeguarding processes in place to safeguard people from harm that included a comprehensive risk assessment for people and staff.
There were sufficient staff to meet people's needs and safe recruitment practices were in place.
The person receiving the service did not need support with their medicines.
The provider did however have appropriate policies and procedures in place to support people safely with medicines if required.
The registered manager and staff had relevant health and social care qualifications and completed training to ensure they were able to meet people’s needs effectively. Support was provided appropriately for staff with regards to their professional roles.
Records showed appropriate consent had been sought in line with legislation and guidance.
Records showed the person was supported to have their health needs met, with access to health professionals as required.
The person told us the relationship between them and the provider was good.
The registered manager and staff spoke about the person they supported with care and kindness. Assessments and care plans included details of their preferences and wishes for care and support.
The person told us they were fully involved in the assessment and care planning process.
There was sufficient detail and personalisation in the care plan to ensure the person's needs were met in a personalised way.
The provider had systems in place to ensure concerns and complaints were responded to in an appropriate way.
The provider had systems and processes in place to monitor the quality and safety of the service.
Due to the service currently only supporting one person we were unable to rate the service because there was insufficient evidence available for us to do so. The registered manager told us they were hoping to expand the service and provide support to more people which may enable us to rate the service at the next inspection.
Rating at last inspection:
This was the first inspection of this service since it was registered with the CQC on 8 May 2018.
Why we inspected:
This was a planned inspection in line with our inspection schedule.
Follow up:
We will continue to monitor the service through the information we receive. We will inspect in line with our inspection programme or sooner if required.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk