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Inspection Summary

Overall summary & rating


Updated 21 January 2020

About the service

Helping Hands Chester is a domiciliary care service providing care and support to people living in their own homes. 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. At the time of our inspection, 42 people were receiving a regulated service.

People’s experience of using this service and what we found

People were supported by staff that had been safely recruited and had received an induction, shadow shifts and training suitable for their role. There were enough staff to meet people’s needs. People told us mostly regular staff visited them.

People’s needs were assessed before they were supported by the service and they told us they were involved in this process. Care plans and risk assessments reflected people’s individual needs and were regularly reviewed to ensure the most up-to-date information was available for staff to follow. Staff had a good understanding of people’s needs and had developed positive relationships with the people they visited regularly.

People were protected from the risk of harm and abuse. Safeguarding policies and procedures were in place and staff had received training on how to keep people safe. Staff told us they felt confident to raise any concerns they had about people’s safety.

Medication was managed safely by trained and competent staff. Staff had access to medicines policies and procedures as well as best practice guidelines. Medication administration records (MARs) were fully completed and regularly audited to identify areas for development and improvement. Staff had received infection control training and understood how to minimise the risk of infection being spread.

People’s privacy and dignity was respected, and their independence was promoted where possible. People spoke mainly positively about the service and the staff that supported them. There were audit systems in place that identified areas for development and improvement.

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.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (published 5 December 2018) and there was one breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. 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.

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.

Inspection areas



Updated 21 January 2020

The service was safe.

Details are in our safe findings below.



Updated 21 January 2020

The service was effective.

Details are in our effective findings below.



Updated 21 January 2020

The service was caring.

Details are in our caring findings below.



Updated 21 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 21 January 2020

The service was well-led.

Details are in our well-Led findings below.