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24/7 Helping Hands Service Ltd Good

Inspection Summary


Overall summary & rating

Good

Updated 7 January 2020

About the service

24/7 Helping Hands Service Ltd is a domiciliary care service providing personal care to people living in their own homes. At the time of the inspection there were 17 people using the service.

Not everyone who used the service received 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

At our last inspection the provider had failed to assess and monitor the quality of service. The provider had not reported safeguarding concerns to the Care Quality Commission which they are required to do.

At this inspection we found the provider had made improvements. Systems and processes were in place to assess and monitor the quality of care provided. The registered manager was aware of their legal responsibilities and notified the Care Quality Commission as required. Improved communication and systems ensured the views of people, relatives and staff were sought. The registered manager shared information and learning with the staff team when things went wrong. The provider was no longer in breach of the regulation.

All staff completed an induction and training for their role. Staff training had improved. Staff received further training to increase their knowledge and awareness about specific health conditions that affects people. Staff followed procedures which included safeguarding adults, health and safety and infection control and prevention. Staff were supervised, and their practices were checked to ensure they provided care that people needed.

People told us they felt safe. Risk to people had been assessed and reviewed. Care plans provided staff with guidance to meet their needs safely. People were supported to maintain good health, were supported with their medicines and had accessed health care services when needed. Where assessed, staff prepared food and drink to meet people’s dietary needs and requirements.

People were supported by regular reliable staff who knew them and their needs well, which promoted continuity of care. The improved staff recruitment process ensured staff were suitable and safe to work with vulnerable people. Staff knew how to report concerns when people’s safety and wellbeing was at risk.

People made decisions about their care which were documented in their care plans and respected by staff. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported by kind and caring staff who they trusted and had built positive relationships. People’s privacy, dignity and independence was promoted. People were supported by staff who were committed to non-discriminatory practices. People’s communication needs were met and understood by staff.

People received person centred care. The registered manager and staff had a good understanding of people’s needs and their individual preferences. Care plans were personalised and took account of people’s lifestyle interests and their cultural needs. Staff worked flexibly to enable people to maintain their independence and contact with family and the wider community friends. People had the opportunity to express their wishes in relation to end of life care.

Everyone we spoke with felt the registered manager was approachable and responsive. People were confident complaints would be listened to and acted on. People’s views about the service were sought individually and through surveys.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published 5 December 2018). At this inspection we found improvements had been made and the provider was no longer

Inspection areas

Safe

Good

Updated 7 January 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 7 January 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 7 January 2020

The service remained caring.

Details are in our caring findings below.

Responsive

Good

Updated 7 January 2020

The service remained responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 7 January 2020

The service was well-led.

Details are in our well-Led findings below.