Background to this inspection
Updated
7 January 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that there would be staff in the office to support the inspection. The inspection started on 2 December 2019 and ended on 3 December 2019, after we visited the registered office.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included notifications and the provider’s action plan. We sought feedback from the local authority who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with five people who used the service and four relatives about their experience of the care provided. We also spoke with five members of staff, which included the registered manager, a senior carer and three care staff. We reviewed a range of records. This included four people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, and policies and procedures were also reviewed.
After the inspection
We continued to seek clarification from management to validate evidence found which included the amended procedures and the updated staff training information. We received this information. We also received positive feedback from a relative.
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 in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for 24/7 Helping Hands Service Ltd on our website at www.cqc.org.uk.
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.