Helping Hands Chesterfield

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

This is the first assessment for this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

The provider encouraged a positive culture of safety. People knew who to contact if they had any concerns. One person told us, “I know how to raise a concern, I would contact the manager.”

Staff understood the process for reporting any accidents, incidents and concerns and expected them to be addressed by the office team. One member of staff told us, “I am aware that following an incident/accident then I would document this in my visit notes and I would also complete a customer notification form. I would also put a call into the office/out of hours team.”

Staff had not always received feedback from the provider after submitting a report or a concern. The provider’s improvement plan identified this and actioned for branch staff to attend further training to improve communication with staff.

The provider carried out reviews to identify themes and trends of accidents and incidents from which opportunities for improvement were identified and actioned. For example, the provider was supporting staff to improve correct recording and reporting. The provider had implemented a system for staff to submit reports to the office team which was deemed successful as the number of reports from staff increased.

The provider developed a service action plan which included the actions identified by lessons learned and recorded when these had been actioned.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

The provider implemented comprehensive pre-admission procedures to ensure safe, person-centred care. People and their representatives were involved in identifying their care and support needs. The registered manager completed face to face assessments with people. One person told us, “They [the registered manager] listened to our needs and wishes and all that they promised has been put into action.”

Care plans provided staff with detailed information to support people safely. One member of staff told us, “The care plans have been updated by the new manager and are now more in depth, which gives us more support.”

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

People were safe and knew how to raise concerns about abuse or neglect and were supported by staff who understood how to ensure people were protected from abuse and neglect. People and staff consistently told us they knew who to speak with if they had any concerns. A member of staff told us, “I feel comfortable raising these concerns to the office staff and management.”

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

The provider implemented a process to identify the areas of risk in people’s lives. This was carried out by staff with the appropriate knowledge and skills and involved the person and/or their representative with input from professionals where relevant. This information was used to develop care plans which provided staff with the information necessary to support people to keep safe.

Staff knew people well and had access to their care plan which was kept up to date. One member of staff told us, “The care records clearly identify the risks for each individual client and how to reduce them, such as using personal protective equipment [PPE]and moving and handling equipment safely.” Risk management strategies were person centred, regular reviews ensured they remained effective and responsive to people’s changing needs. Clinical specialists were involved as required to lead on interventions and provide training.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

Staff understood their responsibilities to report any safety concerns they had relating to people’s homes and did so as required. Staff told us they understood how to raise any concerns with branch staff and expected these to be addressed. The provider carried out regular reviews at people’s homes during which the premises and equipment used were considered. No issues had been identified by people or the staff supporting them.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

Staff were recruited safely and completed a range of training suitable to their roles. Staff attended an induction programme, which included shadowing opportunities, to ensure they had the necessary knowledge, skills and competence to work with people. Staff were trained to provide care to meet the needs of the people they were supporting. One member of staff told us, “I have had enough training to complete my job well. There are regular re-training sessions and online training is available and re-assigned when needed. If I needed any support with anything I was unsure on, I could go to the office, and someone would help me and talk me through what I was struggling with.”

The provider assessed new staff to match them with people they could build positive relationships with. One person’s relative told us, “[Name] feels safe with staff and has developed a good rapport with them.” Where it was important to people, they were supported by a small team of regular staff who knew them and their preferences well.

The provider deployed sufficient staff to meet people’s needs. The provider monitored the data recorded relating to people’s call times and duration and addressed any variances identified. People were happy with the punctuality and reliability of staff.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

People were protected as much as possible from the risk of infection. Staff understood their role and responsibilities for maintaining high standards of cleanliness and hygiene in people’s own homes. Staff were provided with and used PPE, in line with recommended national guidance. Staff respected people’s preferences and used PPE as requested in their home. For example, one person preferred staff to wear shoe protectors and this was respected by staff. One staff member told us, “There is always all types of PPE available at the office for us to collect whenever we need it. This includes aprons, gloves, face masks and shoe covers.”

People had no concerns relating to infection prevention and control.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened.

People were supported to manage their medicines safely as required. Assessments were completed to identify the support people needed to safely manage their medicines. This information was recorded in people’s care records for staff to follow to. The electronic care system used by the provider identified any missed administration of medicines. The provider completed monthly audits which identified themes and trends of any errors. Recommendations were actioned to reduce the risk of errors. Staff were supported to develop and maintain best practice in relation to medicine administration.