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Inspection Summary


Overall summary & rating

Good

Updated 4 February 2020

About the service

Helping Hands Truro is a domiciliary care service that provides care and support to people living in their own homes in the community. The service mainly provides personal care for people in short visits at key times of the day to help people get up in the morning, go to bed at night and support with meals.

When we inspected the service was providing the regulated activity, personal care, to approximately 30 people in Truro, Falmouth, Newquay and surrounding areas. The service is owned by Midshires Care Limited, who have 88 branches in England.

Not everyone who used the service received personal care. 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.

People’s experience of using this service

People using the service consistently told us they felt safe and that staff were caring and respectful. People received a reliable service, had agreed the times of their visits and were kept informed of any changes. Comments included, “I chose my times and they ring me if anything changes”, “Staff always arrive on time and stay the full time”, “Staff are caring and respectful” and “Super staff.”

People were supported by a staff team who had the skills and knowledge to meet their needs. Staff spoke passionately about the people they supported and were clearly committed to providing a responsive and caring service in line with people’s wishes.

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.

Risks in relation to the person using the service and to the staff supporting them had been identified and assessed. Staff were provided with guidance on how to manage and mitigate risks while still supporting people’s independence. These were kept under regular review and updated as people’s needs changed.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately. The service worked collaboratively with healthcare professionals to access training and advice which helped ensure people’s health needs were met.

The service’s rotas were well organised and there were enough staff available to provide all planned care visits. A mobile phone call monitoring application was used to ensure all visits were provided and to share information securely with staff. No one reported having experienced a missed care visit.

Robust processes were robust to help ensure staff were suitable to work with vulnerable people. Staff spoke positively about working for the service. They were supported by a system of induction, training and supervision to ensure they were effective in their role.

People, their relatives and staff told us management were approachable and they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.

There were clear processes for the registered manager to check the quality of all aspects of the service. The provider had a defined organisational management structure and there was regular oversight and input from senior management. The provider had a supportive management structure in place for the registered manager which included regional management and area management.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 16/01/2019 and this is the first inspection.

Why we inspected

This was the first planned comprehensive inspection of the service. This service has an overall rating of Good.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning informa

Inspection areas

Safe

Good

Updated 4 February 2020

The service was safe

Details are in our Safe findings below.

Effective

Good

Updated 4 February 2020

The service was effective

Details are in our Effective findings below.

Caring

Good

Updated 4 February 2020

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 4 February 2020

The service was responsive

Details are in our Responsive findings below.

Well-led

Good

Updated 4 February 2020

The service was well-led

Details are in our Well-led findings below.