The Care Quality Commission
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  • Homecare service

Helping Hands Lutterworth

Overall: Requires improvement read more about inspection ratings

17 Market Street, Lutterworth, LE17 4EJ (01455) 244559

Provided and run by:
Midshires Care Limited

All Inspections

During an assessment under our new approach

Date of inspection: 28 April to 30 April 2026. Helping Hands Lutterworthis a domiciliary care agency that provides support to people in their own homes, this included younger adults, older people, learning disabilities and autistic people.

At the time of inspection 54 people were receiving support with personal care. CQC only assesses support provided to people who receive the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. We inspected the service due to its aged rating.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Governance arrangements did not always provide the level of oversight needed to fully assure the quality of the service. Quality monitoring systems were not applied consistently, and audit processes required further development to support learning and continuous improvement.

Some staff told us they did not always feel well supported by leaders and raised concerns about their wellbeing, including feeling ‘exhausted’. Staff also described a divide between teams, and processes for raising and responding to concerns were not always effective. This meant leaders did not always have full insight into issues affecting the staff team. We have identified a breach in relation to governance at the service. We have requested an action plan from the provider in response to the concerns found at this inspection.

Despite this, staff demonstrated a good understanding of people’s individual preferences and communication needs. They described how they adapted their approach to help people feel heard and understood, and staff and leaders gave examples of how they promoted person‑centred care.

People were involved in assessing their own needs, and staff reviewed assessments in a way which considered people’s communication, personal and health needs. People were treated with kindness and compassion.

14 September 2018

During a routine inspection

The inspection took place 14 September 2018 and it was announced.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults.

On the day of our visit there were 28 people using the service.

There was a registered manager. A registered manager is a person who has registered with the Care Quality Commission 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.

People who used the service felt safe felt safe. Staff knew how to recognise abuse and how to report it. Risks were assessed so that staff knew what action to take to keep people safe. They did this while also promoting people’s independence..

There were sufficient numbers of staff, with the required knowledge, skills and experience to support people with their needs. Recruitment processes were safe and this meant that only people of suitable character and experience were employed.

Medicines were managed in a safe way Staff had received medicines training and knew the level of support people required with their medicine.

Staff were knowledgeable about the needs of the people they supported. People were supported to make choices about their care and daily lives. Staff had attended training to ensure they were able to provide care based on current practice when assisting people.

Staff always gained consent before supporting people. There were policies and procedures in place in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. New documentation was being introduced to ensure these processes were followed and correctly recorded. Staff knew how to use them to protect people who were unable to make decisions for themselves.

People made choices about the food and drink they had, and staff gave support when required. People had access to a variety of health care professionals and staff supported people to access these where this was required.

People were treated with kindness and compassion by the staff. Staff knew people well and often went that extra mile to make sure people were as comfortable as possible. People’s social needs as well as their physical and emotional needs were incorporated into the plan of care.

People and their relatives were involved in making decisions and planning their care, and their views were listened to and acted upon. Staff treated people with dignity and respect. People knew how to raise concerns and had confidence that they would be listened to and action would be taken. Feedback provided was used to make improvements to the service.

People were complimentary about the registered manager and staff. Relationships between people and staff were positive and people had confidence in the service. There were effective quality monitoring systems. A variety of audits were carried out and this meant that any shortfalls were quickly identified and used to drive improvements.