Background to this inspection
Updated
6 December 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection and to allow planning to visit people with their consent. Inspection activity started on 29 October and ended on 5 November 2019. This included visits to people on 31 October and 5 November 2019.
What we did before the inspection
We reviewed information we had received about the service since it was registered. We sought feedback from the local authority safeguarding and commissioning teams in the areas in which the provider supported people. We also sought feedback from Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all information to plan our inspection.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke with 10 people who used the service and nine relatives about their experience of the care provided, this included visits to five people in their homes. We spoke with the nominated individual, the head of the service, the registered manager, two community support officers, one care coordinator and two senior care staff. A nominated individual is responsible for supervising the management of the service on behalf of the provider. We also contacted 20 members of care staff, either face to face, telephone or via email.
We contacted three local authority care managers, one social worker, head of commissioning at Northumberland local authority, the speech and language therapy team (SALT) and a behavioural psychologist. We used any comments they made to support the judgement of this inspection.
We reviewed a range of records. This included eight care plans and eight medicine administration records. We looked at six staff files in relation to recruitment, training and support. We also reviewed a range of management documentation, including policies and procedures.
After the inspection
We continued to seek clarification from the provider to validate evidence found. The provider sent us further information as requested.
Updated
6 December 2019
About the service
Helping Hands Specialist Care Services provides personal care and support to 60 people with complex needs, including brain injury, learning disabilities, autism or associated related conditions and/or mental health needs. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.
People’s experience of using this service and what we found
People were treated with dignity, kindness and respect. Many compliments were received about the caring attitude of staff. People and their relatives had been involved in the planning and review of their care and told us they felt the service was safe.
People received personalised care that was tailored to meet their individual needs, preferences and choices. Staff supported people to make decisions relating to their care and to live their lives as they wished. A small number of care records were in need of some update, but this was being addressed.
Policies and procedures were in place for people and their representatives to raise concerns about the service if they needed to and these were dealt with appropriately.
Medicines were generally managed safely. Risk had been assessed and accidents and incidents recorded and reported appropriately.
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. We have made a recommendation about the recording of capacity assessments and best interest decisions made as they were not always in place.
The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.
The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain skills and become more independent.
Staff received suitable training although a small number of staff were a little behind. Refresher training was planned. Supervision sessions had not been carried out as regularly as it should for a small number of staff. This was being addressed by the registered manager.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection (and update)
This service was registered with us on 11 November 2018 and this is the first inspection.
Why we inspected
This was a planned first inspection after the provider registered with the CQC.
Follow up:
We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.