Background to this inspection
Updated
21 September 2022
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider would be in the office to support the inspection.
Inspection activity started on 23 August 2022 and ended on 25 August 2022. We visited the location’s office on 23 August 2022.
What we did before the inspection
The provider completed a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.
During the inspection
We spoke with the relatives of five people who used the service. The registered manager was not available for the inspection. We spoke with the care manager, quality assurance manager, administrator, training co-ordinator and four care staff. We looked at three care plans and medication administration records. We looked at staff recruitment and training records, records relating to health and safety and the management of the service.
Updated
21 September 2022
About the service
Helping Hearts and Hands is a domiciliary care service providing the regulated activity of personal care. At the time of our inspection there were 11 people using the service.
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
Staff had been trained in safeguarding adults from abuse and understood when and how to report concerns. People received their medicines when they needed them by staff who were trained and competent to carry out the task. The provider’s staff recruitment procedures helped to protect people from harm. There were enough staff to meet people’s needs in a safe way. Risks to people were assessed and there were plans in place to mitigate risks. The provider followed best practice in relation to infection control and prevention and management of risks relating to COVID-19.
People were supported by staff who were trained and competent to carry out their role. People were assessed to ensure their needs and aspirations could be met. People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests; the provider's policies and procedures supported this practice. People saw healthcare professionals when they needed.
People were supported by kind and caring staff who respected their wishes and treated them with respect. People were supported to live their lives as they chose and were regularly consulted about the care they received. People were supported to be as independent as they could be.
Staff had built trusting relationships with people and their relatives and ensured that people were supported in accordance with their needs and preferences. People’s communication needs were assessed and responded to. People did not raise any concerns about the care they received but felt confident action would be taken to address any concerns they may have. There were systems in place to ensure people’s needs and preferences would be understood and met during their final days.
Staff morale was good and staff told us they felt well supported. Staff received the supervision and support needed to carry out their role effectively. The views of people were sought and valued. Systems to monitor and improve the quality of the service were effective in driving improvements. The provider worked in partnership with other professionals to ensure good outcomes for people. The provider was aware of their legal responsibilities and of their responsibility to be open an honest when things go wrong.
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 29 September 2020 and this is the first inspection.
Why we inspected
This service had not been inspected since their registration.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.