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Archived: Helping Hands of Harrogate Limited Outstanding

Inspection Summary

Overall summary & rating


Updated 6 August 2016

Helping Hands of Harrogate Limited is a domiciliary care agency that provides personal care and support for children, young people and adults with a range of disabilities and complex health care needs. It provides services across North Yorkshire and the surrounding areas. At the time of our inspection the service was providing care and support for 49 people between eight months of age and 40 years old.

This inspection took place on 9 May 2016 and was announced. At the last inspection on 8 September 2014 the provider was meeting all the regulations that were assessed.

There was a registered manager in place. 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.

We found that the provider placed the children, young people and adults who used the service at the heart of the care they received. We noted the service encouraged positive risk taking and did not restrict people’s interests and encouraged them to try new things. For example, we heard of examples where life enhancing recreational opportunities had been created for children with complex health needs to go swimming, to attend school clubs and to dip their toes in the sea. Another person had been enabled to undertake their first experience of employment, which was their ideal goal.

The provider actively involved people who used the service and their families in the recruitment process and in staff training. Because care workers were recruited and trained to meet people’s specific care needs we saw that care teams were highly reflective of the shared interests, backgrounds and beliefs of the people who they supported. This approach was firmly underpinned by the culture of the service, which we established was positive, person centred, inclusive and forward thinking.

We spoke with a range of people who used the service, families, professionals and staff who all felt this was an excellent service. People described a confident and resourceful staff team who respected individual’s dignity, privacy, views and choices. In their feedback people particularly highlighted the quality of their relationships with their care team and they told us they valued the continuity of their care and the reassurance this provided. Health and social care professionals reported the provider worked highly effectively to promote children, young people and adults’ rights. People’s feedback was actively sought and people who used the service, families and staff were all encouraged to share their views and contribute ideas on how their care could be enhanced.

We found the provider operated according to best practice guidelines and legislation such as the UN Convention on the Rights of the Child (UNCRC). This sets out the rights of every child regardless of their race, religion or abilities. The provider had made positive changes as a result of listening to what children, young people and adults who used the service said to them.

Detailed, comprehensive care plans and risk assessments were in place and we found that the provider worked collaboratively with staff from other agencies to minimise identified risks. There was an effective management team in place to support the development of staff and ensure the service was consistently well led. We found that the management team reviewed and acted upon any issues to support the provision of high quality, consistent, safe care that we found.

Inspection areas



Updated 6 August 2016

The service was extremely safe.

People played an active role in the recruitment and the training of their care team. Robust, very safe recruitment procedures were followed and staff skills, expertise and knowledge related to the specific needs of each person.

The provider minimised risks while offering life enhancing experiences to children, children, young people and adults.

Staff knew who to contact in case of emergency and both relatives and staff had access to out of office hour's services if the need should arise.

Staff were trained to administer medicines safely in accordance with national published guidance.



Updated 6 August 2016

The service was effective.

Staff were well supported to undertake their role effectively through ongoing training, staff supervision and meetings. Staff demonstrated a good understanding of individual care needs, allowing them to deliver effective care.

There was a robust induction programme, which included shadowing with senior staff.

Staff had a clear understanding of the Mental Capacity Act. Children and young people were involved as much as possible in decisions about their care.

Communication with other agencies was consistently effective to meet the needs of people who used the service including support to maintain a balanced diet based on their preferences and health care needs.



Updated 6 August 2016

The service was extremely caring.

There were strong, caring and compassionate professional relationships in place. People valued strong relationships with their care team and felt that their care workers went �the extra mile� for them.

People�s independence was promoted and young people who used the service were encouraged to participate in discussions about their care and support. Staff were respectful and treated people with dignity.

There was evidence of staff at all levels taking part in thoughtful and sensitive care planning that upheld people�s rights.



Updated 6 August 2016

The service was responsive.

Children, young people and adults who used the service were encouraged to pursue their interests and to maximise their potential. Care files were person-centred and included individuals� goals, wishes and achievements.

People took part in lots of activities that interested them and they were encouraged and supported to learn new skills.

Comments were encouraged formally and informally and there was a complaints policy in place. People told us they had no concerns at all, but they would be confident to speak up if they did.



Updated 6 August 2016

The service was well-led.

People using the service, families and staff described the management as approachable. Feedback was regularly sought from families and comments and suggestions acted upon.

Emphasis was given to protect the rights of children, young people and adults who used the service.

Feedback was regularly sought and people were encouraged to share their views and these were acted upon to drive forward improvement.