First inspection of Helping Hands Sunderland, a domiciliary care agency supporting 30 people, rated Good overall and across all five key questions. People and relatives were overwhelmingly positive about safe, person-centred care with effective governance, training and quality assurance systems.
Concerns (2)
minor
Staffing levels
: “Sometimes staff absence put pressure on staffing, however there was a team spirit and staff covered each other to ensure people still received care.”
minorMedication management: “A trend was identified in medicines recording errors, staff were brought in for a training day and the errors have not reoccurred.”
Strengths
· Detailed care plans with thorough risk assessments
· Safe medicines management with regular audits
· Effective safeguarding systems and trained staff
· Robust recruitment including DBS checks
· Staff received regular training, supervision and appraisal
Quality-Statement breakdown (22)
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: Supporting people to eat and drink enough to maintain a balanced dietGood
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: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood