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Inspection carried out on 14 March 2018

During a routine inspection

This inspection took place on 15 and 16 March, 2018 and was announced.

Helping Hands Wilmslow is a large domiciliary care agency. It provides care to people living in their own houses and flats in the community. It provides a service to young and older adults. At the time of the inspection the registered provider was providing support to 55 people.

Not everyone being supported by Helping Hands Wilmslow received personal care. The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The was no registered manager in post at the time of the inspection however an application had been submitted by the interim manager who was awaiting approval from CQC.

A registered manager is a person who has registered with CQC 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 registered provider ensured that the quality and standard of the care being provided was being continuously monitored and assessed. People were receiving safe, compassionate and effective care and expressed that the quality and standard of care was that of good standard.

During the inspection we reviewed four care plans and risk assessments. Records contained up to date and relevant information, and were regularly reviewed. Appropriate assessments were conducted, care plans were devised and risks were assessed, monitored, and safely managed.

Care plans were individually tailored and people expressed that staff were familiar with their individual support needs.

We reviewed medication management processes during the inspection. People had the relevant medication care plan and risk assessment in place. There was medication ‘consent’ form which had been signed by each person who was being supported and staff had received the necessary medication training and competency assessments.

The registered provider’s recruitment processes were reviewed during the inspection. Personnel records were organised and comprehensive. All staff had suitable references and disclosure and barring system checks (DBS) in place. DBS checks ensure that staff who are employed are suitable to work within a health and social care setting. This enables the registered manager to assess level of suitability for working with vulnerable adults.

Staff received regular supervisions and annual appraisals. There was a thorough induction package in place, training was regularly provided and staff expressed that they were supported with their learning and development.

Accidents and incidents were recorded, monitored and trends were being analysed by the registered provider. All staff explained how they would report accidents/incidents and the processes they had to follow.

Health and safety policies and procedures were reviewed during the inspection. There was a health and safety policy that staff were complying with, staff were provided with personal protective equipment (PPE) and they were aware of the different infection prevention control measures.

People and relatives we spoke with during the inspection expressed that they were treated with dignity and respect and all staff were equipped to provide the support which was required. People expressed that staff were kind, compassionate and caring.

The day to day support needs of people was well managed by the registered provider. We saw evidence of support being provided by external healthcare professionals such as GP, district nurses, occupational therapists and dieticians.

Quality assurance processes were reviewed during the inspection. Such audits, checks and assessments included ‘spot checks’, medication and care plan audits, ‘client review meetings’,