We carried out a review of the data available to us about Helping Hands Homecare Services on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Helping Hands Homecare Services, you can give feedback on this service.
Helping Hands is a domiciliary care service providing live-in care to people living in their own homes. At the time of the inspection there were three people using the service.
People’s experience of using this service and what we found
People valued their close relationships with staff and felt they often went ‘the extra mile’ which made them feel valued and cared for. Staff treated people with extreme kindness, compassion and respect. Staff were highly motivated and expressed determination to overcome any obstacles so that people could achieve exceptional outcomes.
People were fully supported to express their views and be totally involved in making decisions about their care.
The staff were exceptional at helping people to express their views and they used a variety of tools to communicate with people according to their needs.
Respect for people’s privacy and dignity was at the heart of the service’s culture and values. People and staff felt respected and listened to. The service provided a high standard of care to people with palliative and end of life care needs. They supported families through difficult conversations and offered support to bereaved families.
People received safe care and were protected against avoidable harm, neglect and discrimination. Risks to people’s safety were assessed and strategies were put in place to reduce the risks.
People received support from staff who had undergone a robust recruitment process. They were supported by regular live-in staff who knew them and their needs well, which promoted continuity of care. Where the provider took on the responsibility, people's medicines were safely managed. Systems were in place to control and prevent the spread of infection.
People’s needs, and choices were fully assessed before they received a care package. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.
Where the provider took on the responsibility, people were supported to eat and drink enough to meet their dietary needs. Staff supported people to live healthier lives and supported them to access healthcare services when required.
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.
People and their families were fully involved in the care planning and reviews of their care. The provider had a complaints procedure which was accessible to people using the service. This was used effectively when complaints were received.
The management and staff team demonstrated they were passionate about providing good quality care and worked tirelessly to ensure people were cared for not only emotionally but physically.
The service had good governance systems in place to ensure all aspects of the service and peoples care were continuously assessed and monitored. The service worked in partnership with outside agencies.
Rating at last inspection.
The last rating for this service was Good (published 22 June 2017)
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Helping Hands Leicester on our website at www.cqc.org.uk.
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.
Helping Hands Homecare Services is registered to provide personal care and support for people living within their own homes. At the time of our inspection there were 17 people using the service, of which 15 people resided within extra care-housing accommodation. People were supported by six members of staff, employed by the provider.
Helping Hands Homecare Services had 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 told us they felt safe. People’s safety and welfare were promoted by staff that understood and had received training on their role in protecting people from potential harm and abuse. Safety and welfare was further promoted through the assessment and on-going review of potential risks to people. Where risks had been identified measures had been put into place to reduce their likelihood, which were recorded within people’s records and understood and implemented by staff.
Staff upon their recruitment had their application and references validated and were checked as to their suitability to work with people, which enabled the provider to make an informed decision as to their employment. There were sufficient staff to meet people’s needs. Staff underwent a period of induction and training, which included their being introduced to people whose care and support they would provide. Training provided to staff and staff understanding of their role and responsibilities meant people were supported appropriately, however not all staff were confident that the on-line training they underwent sufficiently provided them with the knowledge and understanding needed. The registered manager was considering alternative styles of training. People received support with their medicines where required.
Staff understood the importance of seeking people’s consent prior to providing care and support. Staff were aware of people’s right to make decisions and were able to tell us how they encouraged people to express their opinions on their care and support. Staff liaised with healthcare professionals and supported people to access health care services where required. People were supported in the preparation and cooking of meals and people’s specific dietary needs were monitored.
People were supported by staff who knew them well, and positive relationships had developed which had had a positive impact on the quality of people’s lives. People were involved in all decisions about their care and had a copy of their care plan which they had signed. People received care that respected their privacy and dignity and promoted their independence.
People’s needs were assessed and continually reviewed to ensure their care and support was appropriate. The support and care provided had had a positive impact on the quality of people’s lives. People had confidence in the registered manager and staff and had been given information about how to raise concerns and complaints.
People’s views about the service were sought and their comments analysed and shared. The registered manager undertook audits on people’s records to ensure people’s needs were being met as detailed within their care plan. However, we found there was no quality assurance auditing process implemented at the time of our inspection visit to determine the quality of the service being provided, however there were plans for a system to be introduced.
The provider was looking to expand the provision of its service within the wider community and was awaiting the outcome of further meetings with representatives of the local authority.
This inspection took place on the 10 and 13 April 2015 and was announced.
Helping Hands Homecare Services provides support and care to eleven people who reside within Saffron Court which is extra care-housing accommodation. The provider employed four care staff who supported people with their personal care. In addition they supported people with household tasks, such as cleaning, laundry, cooking and shopping, which fall outside of our regulatory framework.
The service did not have 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. The provider was in the process of interviewing for the position of manager. The service was being managed by the provider and area manager until the appointment of a manager had been secured.
Staff were confident that if they had any concerns about people’s safety, health or welfare then they would know what action to take, which would include reporting their concerns to the provider, management team or to relevant external agencies. Potential risks to people were assessed and used to develop plans of care.
People were prompted to take their medication by staff where people’s assessed needs and plans of care required.
People’s needs were met, which included providing support by liaising with health care services. There were sufficient numbers of staff employed who had undergone a robust recruitment process and had received training to enable them to meet people’s needs in a timely manner. People received support to prepare and cook meals for themselves where required. People’s choices and decisions were recorded within their care records. Staff promoted the rights and decisions of people and were aware of the principles of the Mental Capacity Act 2005.
People we spoke with were happy with the care and support they received and were complimentary about the care staff. People’s needs had been assessed prior to them receiving a service and they told us they had been involved in the development and reviewing of their plans of care. Staff were knowledgeable about the needs of people and were aware of their preferences with regards to the support they required.
People told us they were aware of how to raise concerns. The provider had not received any complaints within the last twelve months.
Staff told us that they were supervised and that staff meetings were held. They told us they were supported and that communication was effective as they were a small staff team.
The provider visited the service most days during the working week, which enabled them to meet with staff and speak with people who used the service. The provider had a system for seeking the views of people. They had a quality assurance system, however improvements to the system were identified which were discussed with the provider and area manager,to ensure the service people received was monitored and kept under review ensuring their needs were met.
We spoke with one person who used the service and the relative of someone who used the service and asked them for their views of the service provided. The person who received a service told us: 'They're perfect; I have no problem with them what so ever.' Whilst the relative told us: 'The staff are polite and courteous and if they're running a little late they always knock the door and let us know. My husband feels safe and confident in their care.'
We saw that people's needs were assessed, and care and support plans were in place, which were supported by risk assessments. This meant people receive support in a way that meets their needs and promotes their safety. People's records were stored securely within the offices based at the extra care housing project. People we spoke with told us they had a copy of their care plan and were aware that staff completed daily records about the care provided.
We found that there were systems in place to monitor the quality of the service, and make improvements where required, however these had yet to be implemented in full as the provider had only recently commenced providing services to people.