Background to this inspection
Updated
4 November 2020
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 included one inspector and one 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. 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 houses and flats.
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 it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
Before the inspection we looked at information we held about the service. This information included any statutory notifications that the provider had sent to the CQC. Statutory notifications include information about important events which the provider is required to send us by law. We contacted members of the staff team and we received feedback from 11 care staff. We spoke with five people who used the service and one relative. We used all of this 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. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with two members of the management team including the registered manager and the care and training practitioner. We reviewed a range of records. This included four people's care records and medication records. We looked at four staff files in relation to recruitment and staff supervision. We looked at a variety of records relating to staff training and the management of the service. We reviewed a sample of policies and procedures.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two professionals who regularly visit the service.
Updated
4 November 2020
About the service
Helping Hands Highbury & Islington is a domiciliary care agency that provides care and support to younger and older people in their own home. People receiving a service included those with dementia, mental health, physical disabilities and learning disabilities. 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. At the time of our visit the service was providing regulated activity to 14 people.
People’s experience of using this service and what we found
People were receiving safe care. The service assessed risks related to people’s health conditions and care provided. Staff were given guidelines on how to minimise identified risks. Staff had training in safeguarding people. Recruitment procedures were safe to ensure people were protected from unsuitable staff. People received their medicines safely by trained staff. There were enough care staff deployed to support people as agreed.
The service assessed people’s health and care needs before they started receiving support. Each person had a care plan that included information about their care needs and preferences. Staff were also provided with information about people’s life history, interests and what was important to them.
Staff received suitable training and regular supervision. Senior staff checked staff during spot checks to help ensure staff provided safe and effective care Staff supported people to live a healthy life and have a suitable diet. Care staff and managers worked with external health professionals when people’s health needs had changed, or their health suddenly deteriorated.
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 relatives spoke fondly about the staff who supported people. They described staff as kind, considerate and always willing to go an extra mile. People told us that staff protected their privacy and dignity when supporting them.
Staff understood how to encourage people’s independence. They also told us about the importance of building positive relationships with people regardless of their condition, personal background and ways people chose to live their life.
Complaints were dealt with promptly and with consideration to people’s and relatives needs and expectations.
People and their relatives, staff and external professionals all thought the service was well managed. The management team was approachable, supportive and taking prompt action when shortfalls in the care and the service provided were identified. There were effective monitoring systems in place to ensure the service was run effectively, safely and the lessons were learnt when things went wrong.
Rating at last inspection (and update). This service was registered with us on 19 May 2019 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about risk assessments for staff providing care during the Covid19 pandemic. This issue was identified during our Emergency Support Framework (ESF) telephone conversation with the registered manager in August 2020. The service predominately provides care to private service users and we had limited information about the quality and safety of care provided. A decision was made for us to inspect and examine those risks.
We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe and well led sections of this full report.
Follow up
We will continue to monitor information we receive about the service.