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Helping Hands Barnet & Enfield Good

Inspection Summary


Overall summary & rating

Good

Updated 30 January 2019

The inspection took place on 6 and 7 November 2018 and was announced.

This is the first inspection of the service since their registration on 7 November 2017 with the Care Quality Commission.

Helping Hands Barnet and Enfield is a domiciliary care agency and provides personal care to people living in their own houses and flats in the community. It provides a service to older people, younger adults and people with complex needs such as diabetes, dementia and physical disabilities.

Not everyone using Helping Hands Barnet and Enfield receives a regulated activity; 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. There were 21 people receiving personal care at the time of the inspection.

At the time of our inspection, there was a branch manager at the service who had applied to become registered with the Care Quality Commission. 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 told us they felt safe when staff were in their home and when they received care.

The service had safeguarding and whistle-blowing procedures in place. Staff had received safeguarding training and understood their responsibilities to report any concerns and incidents of alleged abuse.

Medicines were managed appropriately and people were receiving their medicines as prescribed by health care professionals.

There was enough staff available to meet people's care and support needs. Risks to people had been assessed and reviewed regularly to ensure their needs were safely met.

Recruitment practices ensured the right staff were recruited to support people. Staff had the necessary skills, knowledge and experience to support people in their own homes. Staff completed an induction when they started work and they received training relevant to people's needs.

Staff received training in infection control and food hygiene and they were aware of the steps to take to reduce the risk of the spread of infections. Staff carried personal protective equipment like disposable gloves and aprons.

Assessments of people's care and support needs were carried out before they started using the service. These were reviewed on a regular basis to ensure their needs continued to be met by staff.

People's care files included assessments relating to their dietary support needs. Staff supported people to maintain a balanced diet and monitor their nutritional health.

Staff worked in partnership with health care professionals which helped improve the outcomes of people's health and well-being. Staff made referrals to health care professionals when people's care needs changed.

The branch manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA). People 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 supported this practice.

People told us that their choices and preferences were fully considered and the care records provided evidence of their involvement.

Staff treated people in a caring, respectful and dignified manner. People communicated their needs effectively and understood information in the current written format provided.

People and their relatives could raise concerns and appropriate actions were taken by the service to resolve their concerns.

Staff had access to out of hours on-call system that ensured management support and advice was always available for staff when they needed it and this allowed people’s care to continue at all times.

Pe

Inspection areas

Safe

Good

Updated 30 January 2019

The service was safe.

People were protected from the risk of harm and abuse. Staff understood their responsibilities and knew how to report an allegation of abuse.

Risks to people had been assessed and reviewed regularly to ensure their needs were safely met.

There were enough staff deployed to meet people�s care and support needs. Robust recruitment process were in place to ensure suitable staff were recruited.

Medicines were managed safely and people received their medicines as prescribed.

There were systems in place to record, review and monitor accident and incidents.

Effective

Good

Updated 30 January 2019

The service was effective.

The service provided support, supervision, training, learning and development which helped keep staff�s skills and knowledge up to date.

People received support with their dietary needs in line with their choice and health requirements.

Staff understood their responsibilities in relation to the Mental Capacity Act 2005 and people's consent was sought appropriately.

Caring

Good

Updated 30 January 2019

The service was caring.

Staff treated people with respect, compassion and without discrimination.

People and their relatives were involved in the decision making about their care and support.

Staff were positive about their job roles and were motivated to deliver person centred care.

Staff had enough time to support people in a dignified way and to understand people�s needs, choices and preferences.

Responsive

Good

Updated 30 January 2019

The service was responsive.

Staff supported people to ensure they received responsive care and support in accordance with their needs and preferences.

Assessments were made before people began to use the service and people were involved in the development of their individual support plan, which reflected the support they required.

People were empowered to make choices and encouraged to maintain their independence as much as possible.

Arrangements were in place to deal with people's concerns and complaints.

Well-led

Good

Updated 30 January 2019

The service was well-led.

The service was person centred and inclusive.

People were encouraged to provide feedback about their experiences of care and support they received.

The provider used the learning from quality assurance audits as an opportunity to improve and staff incorporated learning into their practice.

The management team led by example. Staff were positive about them and valued the support and guidance they received.