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Helping Hands Newbury Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 16 July 2021

About the service

Helping Hands Newbury is a is a domiciliary care agency providing personal care to people in their own homes. The service supported older people, people living with dementia and people with a physical disability. At the time of this inspection the service was supporting 11 people.

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 and what we found

The provider did not ensure systems were in place to oversee the service and ensure compliance with the fundamental standards. People told us they felt safe. People and relatives agreed they had no issues with people’s safety. Staff understood their responsibilities to raise concerns and report incidents or allegations of abuse. The staff team followed procedures and practices to control the spread of infection using personal protective equipment. People and their relatives who provided feedback said people were treated with care, respect, and kindness by the staff visiting them.

People told us they felt staff were caring. The service promoted people to be as independent as possible. People felt involved in their care and care plans reviewed regularly to meet the needs of the person.

People’s communication needs were assessed, and staff were aware if a person required further support with their communication. People and relatives told us they were aware of how to raise a complaint with the service.

Policies were in place for when ‘as required’ medicines were included within a person’s medicines chart, meaning there was clear guidance for staff to follow. We identified that records of people with medicines for the skin, such as creams were not in place, however this was rectified during the inspection. People’s risks assessments were clearly written and easy to follow, providing staff with clear guidance for managing risks to people.

The provider recruited staff in accordance with regulations and ensured only staff suitable to support people living in their own home were appointed.

People were supported with their nutrition and staff worked well with people, families and health and social care agencies to support people’s wellbeing.

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.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

This service was registered with us on 22/07/2020 and this is the first inspection.

Why we inspected This was a planned inspection.


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to good governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 16 July 2021

The service was safe.

Details are in our safe findings below.



Updated 16 July 2021

The service was effective.

Details are in our effective findings below.



Updated 16 July 2021

The service was caring.

Details are in our caring findings below.



Updated 16 July 2021

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 16 July 2021

The service was not always well-led.

Details are in our well-led findings below.