Helping Hands Stalybridge received a Good rating across all five key questions at its first CQC inspection, with 42 people receiving a safe, person-centred domiciliary care service underpinned by robust governance and a positive staff culture. Minor gaps were identified in the depth of mental capacity documentation and consistency of out-of-hours on-call support, both of which the registered manager addressed promptly during the inspection.
Concerns (2)
minor
Consent / capacity
: “People's care plans contained information about people's cognition, however, there was scope to include more detailed information.”
minorGovernance: “We received mixed feedback from the staff we spoke to about the effectiveness of the on-call support.”
Strengths
· People felt safe and praised the kindness and competence of care staff.
· Care plans were detailed, person-centred and regularly reviewed with involvement from people and relatives.
· Medicines were managed safely with training and competency checks for all staff before administration.
· Electronic call monitoring system used to ensure timely visits and manage late arrivals proactively.
· Strong safeguarding culture with staff confident to report concerns and clear escalation processes.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; Working in partnership with othersGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood