The Care Quality Commission
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Archived: Surrey Helping Hands

East Wing, The Old Fire station, 20 Pyrcoft Road, Chertsey, Surrey, KT16 9HL (01932) 562218

Provided and run by:
Surrey Helping Hands Limited

Important: This service is now registered at a different address - see new profile

All Inspections

16 May 2013

During a routine inspection

As part of the inspection we contacted 13 people who used the service, one relative, one Mental Health Social Worker and a care manager. We spoke with three members of staff and the registered manager.

People who used the service told us that all the staff treated them with respect. One person told us, 'The staff are lovely and kind and they do everything I ask them to do.' They told us staff always arrived on time, very occasionally they would be late, but that would be due to the traffic. They told us that they would be notified if a carer was running late. One person told us, 'It is rare that my carer is late but some one from the office would telephone to let me know.' People also us that when their regular carer was on holiday or sick they would be provided with a different care. One person told us, 'All carers are very good and know what they are doing.' They told us that they had a care plan that was kept in their home and staff wrote in them after every visit. People we spoke with told us they administered their own medication.

People told us they were happy with the staff who attended to them and staff were always talkative and cheerful. They told us that they believed staff were appropriately trained.

People told us they had completed a questionnaire for the service in December 2012. They told us they received telephone calls from the manager and senior staff at the office to check they were happy with the service.

1, 4 February 2013

During a routine inspection

People who used the service were complimentary about the care they received from staff at the service. They told us that staff were nice and they always treated them with respect. They said that staff always respected their privacy and dignity. One person told us, 'Staff look after me well. They are very friendly and we always have a good chit chat.' Another person told us, 'Staff respect me and help me with my care in private.' People told us that they had a care plan but they could not remember what was written in them. They told us that they had a copy of their care plan at their homes and staff wrote in it every time they visited. One person read their care plan to us. We were told that staff treated them well and they had never been mistreated. People told us that if they felt unsafe they would contact the manager of the service immediately.

We identified that there were shortfalls in regard to the training for staff that would help them in role as carers. We also identified that staff were not receiving one to one supervision or an annual appraisal.

Not all people who used the service had their care plans or risk assessments reviewed on a regular basis. One person did not have risk assessments in place for an identified risk.

The manager had failed to monitor the quality of the provision of the service.