Helping Hands Bolton, a domiciliary care agency supporting 132 people, was rated Good across all five key questions with no breaches identified. Inspectors found safe, effective, person-centred care underpinned by strong safeguarding, training, governance and an open, responsive management culture.
Strengths
· Systems and processes in place to safeguard people from the risk of abuse, with staff trained to recognise signs of abuse and neglect.
· Safe medicines management with dedicated medicines training and competency assessments.
· Safe recruitment practices including DBS checks and structured induction with shadowing.
· Thorough needs assessments and person-centred care plans developed with people and relatives.
· Staff followed MCA principles, encouraging choice and least restrictive practice.
Quality-Statement breakdown (22)
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 empowering; 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 care; Working in partnership with othersGood