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Help and Company at Home Ltd Good

This service was previously registered at a different address - see old profile

Reports


Inspection carried out on 5 June 2018

During a routine inspection

The inspection took place on the 5 June 2018 and was announced. The provider was given 48 hours’ notice because the location provides a care at home service. We wanted to be sure that someone would be in to speak with us.

Help and Company at Home Limited is a domiciliary care agency. It provides personal care to people living in their own houses in the community and provides a service to adults. On the day of the inspection the service was supporting twenty-five people with a range of health and social care needs, such as people with a physical disability, sensory impairment or people living with dementia. Support was tailored according to people’s assessed needs within the context of people’s individual preferences and lifestyles to help people to live and maintain independent lives and remain in their homes.

At the last inspection on 24 November 2015, the service was rated as good in the areas of Safe, Effective, Caring, Responsive and Well-led. At this inspection we found the evidence continued to support the overall rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Sufficient staff remained available to ensure people's wellbeing and safety was protected. A robust recruitment and selection process was also in place. This ensured prospective new staff have the right skills and were suitable to work with people living in the home.

Staff had a good understanding of systems in place to manage medicines. People were supported to receive their medicines safely.

Staff considered peoples capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff remained kind and caring and had developed good relationships with people. People told us they were comfortable in the presence of staff. Relatives confirmed the staff were caring and looked after people well. People were provided with the care, support and equipment they needed to stay independent in their homes.

People were provided with information and guidance to access other services which were relevant to them for any on-going support they may need.

People’s individual needs continued to be assessed and detailed care plans were developed to identify what care and support they required. People were consulted about their care to ensure wishes and preferences were met.

Staff continued to receive regular training and updates to be able to have the right skills and knowledge to be able to meet people’s assessed needs. Staff had regular spot checks, supervisions and appraisals to help them to understand their roles and responsibilities.

Quality assurance and information governance systems remained in place to monitor the quality and safety of the service. People and relatives all told us that they were happy with the service provided and the way it was managed.

Further information is in the detailed findings below

Inspection carried out on 24 November 2015

During a routine inspection

We inspected Help and Company at Home on the 24 November 2015 and was announced. The provider was given 48 hour’s notice because the location provides a domiciliary care service. We wanted to be sure that people would be in whom we needed to speak with.

Help and Company at Home provides personal care and support to people who wish to retain their independence and continue living in their own home. Personal care and support is provided for older people and people living with early stages of dementia. At the time of our inspection 26 people were receiving a care service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they 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.

The experiences of people were positive. People told us they felt safe, that staff were kind and the care they received was good. One person told us “I feel very safe, wonderful, I couldn’t praise them enough”. Another person told us “I think my carer is very pleasant and thoughtful”.

People told us they received their care calls consistently and always received the care they needed. Risks to people were assessed and monitored to ensure action was taken to avoid accidents and the deterioration of people’s health. The service had recruited a sufficient number of suitably qualified staff to meet people’s needs. Recruitment practice was robust and protected people from the risk of receiving support from staff who were unsuitable.

The provider had arrangements in place for the safe administration of medicines. People were supported to receive their medicine when they needed it. People were supported to maintain good health and had assistance to access to health care services when needed.

The service considered peoples capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. Staff observed the key principles in their day to day work checking with people that they were happy for them to undertake care tasks before they proceeded.

The service was flexible and responsive to people’s individual needs and preferences. Staff were able to accommodate changes to care calls. Staff regularly fed-back concerns to the registered manager. Where people’s health had deteriorated, the service responded in a timely manner and people were supported to access healthcare services.

Staff knew how to support people and help maintain their safety. They understood their responsibility to protect people from harm and abuse and they felt able to report any concerns appropriately.

People confirmed staff respected their privacy and dignity. Staff had a very good understanding of respecting people within their own home and providing them with choice and control. The service had identified people’s needs and preferences in order to plan and deliver their care. One member of staff told us “I ask people how they would like me to call them. I think how I would like to be treated and I try and respect them in the same way especially when I’m providing personal care”.

There were clear lines of accountability. The service had good leadership and direction from the registered manager. Staff felt fully supported by management to undertake their roles. Staff were given training updates, supervision and development opportunities. For example staff were offered to undertake additional training and development courses to increase their understanding of the needs of people using the service. Staff commented they felt valued and enjoyed working for Help and Company at home.

Feedback was sought by the provider. Survey results were positive and any issues identified acted upon. People and relatives we spoke with were aware of how to make a complaint and felt they would have no problem raising any issues. The provider responded to complaints in a timely manner with details of any action taken.