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Helping Hands Chelmsford Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 27 February 2019

About the service: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing. At the time of the inspection 82 people were using the service.

People’s experience of using this service:

People did not always receive care and support from regular staff, and some had experienced a missed or a late visit. The way the registered provider managed medicine needed to be improved. We have made a recommendation about medicine management. Risk assessments needed to be developed to ensure they covered all areas of risk. Some care plans did not always have the details of key professionals recorded. Some staff were unclear about their understanding of the mental capacity act.

People did not always receive support in a responsive way. For some, communication needed to improve. Information did not consider people’s communication needs. The provider had a complaints process in place.

The service had a registered manager in post. Staff told us the registered manager was approachable. Most people did not know who they were. Spot checks and audits were completed and surveys had been sent out to obtain people’s views.

People continued to receive care from staff who were trained to meet people’s needs. People told us they 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 support this practice. Staff supported people to maintain a healthy diet, in line with their assessed needs. People were supported to access health care if this was needed.

Staff were kind and caring. People had built positive relationships with staff. People were supported and encouraged by staff to make decisions as to how their needs were met. Staff understood the importance of respecting people’s privacy dignity and independence.

More information is the detailed report below.

Rating at last inspection: This service was last rated Good. (30 May 2016)

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor the service through the information we receive, and inspect the service, if risk is indicated.

Inspection areas

Safe

Requires improvement

Updated 27 February 2019

The service was not always safe

Details are in our Safe findings below.

Effective

Good

Updated 27 February 2019

The service was effective

Details are in our Effective findings below.

Caring

Good

Updated 27 February 2019

The service was caring

Details are in our Caring findings below.

Responsive

Requires improvement

Updated 27 February 2019

The service was not always responsive

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 27 February 2019

The service was not always well-led

Details are in our Well-Led findings below.