Helping Hands Cheltenham received a Good rating across all five key questions at its first inspection in July 2022, with 28 people using the domiciliary care service. The service demonstrated safe, personalised and well-governed care underpinned by a kind and consistent staff team, robust quality assurance and effective partnership working.
Strengths
· People felt safe and were supported by a small, consistent and well-known staff team with reliable timekeeping and proactive communication about changes.
· Medicines were managed safely with regular competency assessments and personalised support for each person's needs.
· Staff were well-trained, completed thorough inductions, and were assessed as competent before delivering care independently.
· People and relatives praised the compassionate, kind and respectful nature of staff, who promoted dignity, independence and consent.
· Care plans were personalised, regularly reviewed and stored on an electronic system accessible to staff via a mobile app.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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: 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 candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood