Archived: Helping Hands

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.

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

This is a summary of what we found:

Is the service safe?

People were cared for and supported by staff who had been properly recruited, checked and trained. All staff had been checked by the disclosure and barring service (DBS, formally known as CRB). We looked at four staff personnel files, chosen at random, and saw that they contained all the information required under the Health and Social Care Act 2008.

Before they started providing support all new staff undertook the agencies formal induction training programme. When this was complete they were supervised at all times for the first few weeks, until both they, and their supervisors thought that they had developed the skills and confidence to provide solo support. These measures meant that the provider could demonstrate that the staff employed by the agency were suitable and had the skills and experience needed to support the people who received their services.

One of the areas highlighted through induction training was the importance of good hygiene procedures and infection control. Every member of staff that we spoke with was able to describe how the agency ensured that good practice was in place. The agency provided disposable gloves and aprons as well as uniforms for staff to wear. People who received the service commented that the staff knew what they were doing and worked in a hygienic way. One relative said "They are cleaner than I am."

Is the service effective?

People told us that they were happy with the care they received and felt their needs had been met. It was clear from what we saw, and from speaking with staff and people's relatives, that the staff understood people's care and support needs and that they knew them well. One person we spoke with told us their relative told the staff "what to do in the first place and ensured that they continued to do things in the way that they wanted'. Another person told us that they did "not know what I would do without the service" and a third person explained that they had been with a different agency and that, by comparison, Helping Hands was very good.

Is the service caring?

People were supported by kind and attentive staff. One member of staff explained they had taken the job as their friends had told them they had a caring nature. They explained that sometimes they overstayed their visit in order to ensure everything was done. Another staff member told us that on arrival at someone's house they found the person's telephone system was not working. The staff member used their own phone to enable the person to make contact to get the phones working again. The worker stayed to ensure measures were in place for the person's safety until the phones were repaired.

All of the people we spoke with referred to the caring nature of the staff. One spouse told us the staff often told them about new systems and processes that might make their life easier. Another person said staff were very responsive. We saw the agency had a file filled with thank you cards from people or their relatives.

Is the service responsive?

We saw that the service had a robust complaints system in place. Some complaints were formal while most were informal and reported via the telephone. The systems employed by the agency made it easy to see what each individual complaint was and the actions the agency took to try to resolve them.

The agency carried out an annual satisfaction survey. Again we saw that any dissatisfaction expressed by people was individually responded to.

Is the service well-led?

During our visit we were looked after by the deputy manager. They showed us the staffing structure for the organisation. We saw that Helping Hands employed qualified and professional people to lead, support and guide the care staff. Out of office hours care staff were supported through an on call system so a manager was always available should they be needed.

Staff spoke highly about the support and leadership that the agency provided. One member of staff explained how much they appreciated that the managers knew them by name. (This had not been their experience in previous employment.) One person that we spoke with told us how they appreciated the manager sorting out a problem for them. They said that the manager made them feel comfortable.

We the Care Quality Commission sent out 61 questionnaires to people who used the service to find out their views. 24 responses were returned. Each person was also given an additional questionnaire that they could give to a relative, friend or advocate, 17 responses were returned. We spoke with four people who used the service and seven care workers.

The care workers we spoke with were knowledgeable about the care they provide and the associated risks to people who live in their own homes. Care workers spoke kindly and with respect of the people they care for.

People told us that they felt safe and we found that the provider had systems in place to protect people from the risks of abuse. There were also effective recruitment procedures to ensure that care workers were suitable to work with vulnerable people.

People who used the service were invited to give feedback and this was acted upon. Care workers told us that they felt able to influence the service. The provider used a variety of quality assurance measures, including spot checks and supervised visits on care delivery.

People's needs were recorded in a plan of care that was reviewed regularly. Risks to people's safety were assessed and plans to reduce and monitor risks to both people using the service and staff were recorded.

Staff had received safeguarding training and those that we spoke to were aware of how and when to report any concerns. People using the service told us they "felt safe " in the presence of staff members and one person told us " I feel I could tell my carers if I had any concerns".

In order to protect the people using the service, we saw that the agency carried out a rigorous staff recruitment process and staff received training and support suitable to their role.

We spoke to six people using the service and their comments were positive about the staff team and the care and support they received. Comments included, " I trust every one of them, they are all marvellous". "I have no complaints, they are always so professional".

There were processes in place to monitor the quality of service being provided. People using the service and their families were involved through annual questionnaires and spot checks.