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Hands Care Agency

Overall: Good read more about inspection ratings

Unit D Platform 88, Ashburton Industrial Estate, Ross On Wye, Herefordshire, HR9 7BW (01989) 566186

Provided and run by:
Hill-Escott Moreton & Young

Important: This service was previously registered at a different address - see old profile

Latest inspection summary

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Background to this inspection

Updated 26 March 2019

The Inspection ¿ We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

inspection team ¿ Consisted of an adult social care inspector.

Service and service type ¿ This domiciliary service provides personal care to people living in their own homes. They provide support for people that included, mental health, older people and younger adults.

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 ¿ The provider was given 48 hours’ notice because the location provided a domiciliary care service to people who lived in the community. We needed to be sure that we could access the office premises and speak with people.

This comprehensive inspection visit took place on 05th and 6Th March 2019 and was announced.

What we did ¿ Before our inspection we completed our planning tool and reviewed the information we held on the service. This included notifications we had received from the provider, about incidents that affect the health, safety and welfare of people supported by the service and previous inspection reports.

We also checked to see if any information concerning the care and welfare of people supported by the service had been received. We contacted the local contracts commissioning department. This helped us to gain a balanced overview of what people experienced accessing the service.

As part of the inspection we used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually 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 a range of people about Hands Care Agency they included nine people who used the service, four relatives and eight staff members. In addition, we spoke with two of the owners of the service in which one was the registered manager.

We looked at records related to the management of the service. We did this to ensure the management team had oversight of the service and they could respond to any concerns highlighted or lead the agency in ongoing improvements. We also looked at staffing levels, training records and recruitment procedures for staff.

Overall inspection


Updated 26 March 2019

About the service:

The service provided personal care and support for people with a range of people who live in their own homes. At the time of our inspection 68 people received support from the service.

People’s experience of using this service:

People supported by Hands Care Agency told us they were treated with respect, dignity and by caring staff. One person commented, “They treat me so well and always have done since we started to use Hands Care.”

People’s care and support needs had been planned and in partnership with them. People felt consulted and listened to about how their care would be delivered in their home.

We found by talking with staff and people who used the service staffing levels matched each person’s requirements to maintain continuity of care.

Care plan information focused on a person-centred method of supporting people.

Staff responsible for assisting people with their medicines had received training to ensure they had the competency and skills required. In house training staff ensured people were competent to administer medicines safely.

People received personalised care that was responsive to their needs and preferences. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Risk assessments had been developed to minimise the potential risk of harm to people. These had been kept under review and were relevant to the care provided.

The service worked in partnership with other organisations to ensure they followed good practice and people in their care were safe.

The management team used a variety of methods to assess and monitor the quality of the service. This enabled Hands Care Agency to be monitored and improve systems and processes that were identified through their quality monitoring programme.

Rating at last inspection: Good (14 May 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: The next scheduled inspection will be in keeping with the overall rating. We will continue to monitor information we receive from and about the service. We may inspect sooner if we receive concerning information about the service.

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