Helping Hands Poole

Updated 20 April 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

This 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 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.

Inspection activity started on 28 March 2022 and ended on 4 April 2022. We visited the location’s office on 2 April 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority service improvement and safeguarding teams. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with five people who used the service and six relatives about their experience of the care provided. We spoke with and received feedback from 11 members of staff including the registered manager and care workers. We received feedback from two health and social care professionals who have worked with the service.

We reviewed a range of records. This included four people's care records and six medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 20 April 2022

About the service

Helping Hands Poole is a domiciliary care agency. It provides personal care to people living in their own homes. 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 inspection the service was supporting 26 people in Dorset.

People’s experience of using this service and what we found

People, their relatives and staff told us Helping Hands Poole delivered a safe service. People’s risks were assessed, and measures put in place to help reduce them. Staff knew how to identify and raise concerns about safety, they were confident the service would take them seriously. This included environmental checks including emergency procedures and fire safety.

There were safe infection control procedures in place including enough supplies of personal protective equipment (PPE). Staff compliance was checked and training in preventing the spread of infections was given to all staff. Specific risks associated with COVID-19 for people and staff had been assessed and processes put in place. Staff testing was in line with guidance and everyone knew their responsibilities to protect people. Medicines were managed safely by a live electronic system which alerted the service office if medicines were delayed, this was audited and monitored for added safety.

There were enough staff to meet the needs of the people using the service and recruitment was ongoing, with all necessary recruitment checks having been carried out. The registered manager told us recent changes to the recruitment procedures had improved efficiency and this had supported new staff joining the team. Staff had regular supervision and training and told us they felt well supported.

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. Consent was sought and people with the necessary legal rights and those important to the person had been involved in decisions that were important to them.

People and their relatives told us staff were kind and caring. People were supported to be independent and be involved in their care. People had detailed care plans, which were person centred and regularly updated. The use of an electronic planning system meant that staff had the information they needed immediately.

Quality assurance systems were in place to monitor safety and to drive improvements. Systems were robust and checked all aspects of the service. The registered manager understood their responsibilities and people, their relatives and staff had confidence in them. Supported well by the provider, additional checks at their level ensured the service was operating safely. The service worked well with external professionals and continued to build on those links.

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 03/12/2020 and this is the first inspection.

Why we inspected

We undertook this inspection to provide this service with its first rating. This inspection was prompted by a review of the information we held about the service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.